Support Specialist I - BoldTrail

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail (Front Office), BoldTrail BackOffice and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations to scale success at any level. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

As a BoldTrail Support Specialist I, you are the frontline of the customer experience — the first voice a BoldTrail customer hears when they need help, and the reason they stay. You will own the full support interaction across email and phone channels: diagnosing issues with speed, resolving them with expertise, and leaving every customer with more confidence in the platform than they had before.

This is a role for someone who takes pride in the craft of support — curious enough to dig into complex problems, knowledge-driven, eager to learn and grow, organized enough to manage a high-volume queue, and skilled enough to deliver a consistently excellent experience across every touchpoint.

What You'll Do

Customer Support & Resolution

• Serve as the primary point of contact for BoldTrail users across phone and email channels during your assigned schedule
• Deliver first-touch resolution as often as possible — resolving issues in a single interaction through thorough troubleshooting and clear communication
• Manage multiple active cases simultaneously, balancing responsiveness with thoroughness
• Identify, document, and escalate product defects or complex issues through the appropriate internal channels with full context and detail
  
  
  

Customer Experience & Guidance

• Provide world-class service at every touchpoint — setting the standard for professionalism, empathy, and follow-through in written and verbal communication
• Guide customers to the right resources — help articles, tutorials, and platform documentation — to build their independence and long-term success with BoldTrail and related products (BoomTown, BackOffice, Legacy CLM)
• Proactively surface relevant marketplace add-ons and platform capabilities that align with customer goals
  
  
  

Operations & Knowledge Management

• Log all customer interactions with accuracy and detail in Intercom and internal ticketing systems
• Contribute to the ongoing health of the support knowledge base — submitting content requests, improving canned responses, and identifying gaps in the customer-facing Support Site and internal FAQs
• Stay current on all product releases, platform updates, and feature changes to maintain deep product expertise
• Leverage available resources and tools to improve the current workflow and the customer experience
  
  
  

Performance Expectations

Minimum expectations of excellence in the role:

Role KPIs

• Individual Daily Average Cases Resolved: 22
• Individual Customer Satisfaction Rating (CSAT): 85% positive feedback
• Team Live Call Service Level: 90% of calls answered within 60 seconds or less
• Team Resolution Time: 75% of cases resolved within 3 clocked days
  
  
  

Conduct

Uphold the IRE Core Values at all times:

• Innovate as a Partner: We foster innovation through curiosity and empathetic listening, embracing the mindset of a steady and collaborative partner to overcome any challenge and drive real and impactful outcomes.
• Win with our Clients: We are the leading company in real estate technology because we succeed when our clients succeed. We work together to create amazing experiences that surpass their expectations and help them grow.
• Perform Like a Champion: We are passionate in going above and beyond for clients and each other. We tackle challenges with unwavering determination, creativity, and hard work. No challenge is too big for us to solve.
• Play With an Ownership Mindset: We seek to grow as a company and as individuals, helping our clients to do the same. By creating success for the business, trusting and holding each other accountable, and empowering others, we create opportunities for everyone.
• Succeed as One Team: We cultivate lasting relationships by communicating openly and honestly. We embrace people for who they are and celebrate the diverse perspectives and backgrounds of our team.
• Enjoy the Experience: We love what we do and are committed to building a rewarding and thriving workplace. We are surrounded by the most fun, passionate, and talented people in our industry and we celebrate each other for the wins, big and small.
  
  
  

Required

Skills & Qualifications

• 1 years of customer support experience, preferably in a SaaS or technology environment
• Exceptional written and verbal communication skills — clear, professional, and customer-first
• Strong problem-solving instincts with the ability to think critically under pressure
• Excellent organizational and time management skills with experience managing high-volume queues
• Self-directed and proactive — comfortable taking initiative without waiting to be asked
• Intellectually curious with a genuine drive to see issues through to resolution
• Adaptable and quick to learn new tools, workflows, and platform updates
• Comfortable engaging customers across multiple channels and platforms
  
  
  

Preferred

• AI knowledge and comfort level using digital tools as a core part of how you work, continuously seeking ways to leverage emerging technology to do your best work
• Experience managing and resolving customer escalations
• Familiarity with support and CRM tooling: Intercom, Salesforce, JIRA, Slack, or similar platforms
• Experience supporting enterprise-level or high-touch SaaS customers
• Background in or knowledge of the residential real estate industry
• Exposure to CRM, IDX, or lead management platforms
• 4-year degree or equivalent experience
  
  
  

We offer a competitive total rewards package including:

• Competitive salary
• 3 Medical plans to choose from - 1 PPO and 2 HDHPs
• 2 Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave
  
  
  

In addition, at IRE, we focus on driving top results providing:

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting/energetic work environment and fun, creative culture.
  
  
  

IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.