Support Specialist - Seattle, WA

Support Specialist

The support specialist plays a critical role in sustaining and improving key brokerage tools, systems, and support programs across Redfin. With exceptional attention to detail and a service-first mindset, you ensure agents, clients, coordinators, and partners have seamless and reliable experiences- every client, every time. You think analytically, communicate clearly, and balance deep technical curiosity with the ability to see the bigger picture, helping our tools and programs remain accurate, efficient, and effective.

You are process-minded and efficiency-focused, always obsessed with finding a better way and living the belief that simplicity is genius. You thrive in a highly technical, fast-moving environment and excel at seeking information, building partnerships across teams, and adapting as needs evolve. You approach all work with the mindset that we'll figure it out, and you operate with the principle that it's not about who is right, it's about what is right.

Primary tasks/responsibilities:

• Partner closely with support leadership, program managers, and cross-functional teams to maintain and improve key brokerage tools and support programs, including deal support, listing photography, and functions within Agent Tools.
• Identify inefficiencies in systems and workflows; propose and implement improvements grounded in launch and learn and innovation is rewarded, execution is worshipped.
• Manage updates to forms, templates, documents, playbooks, and operational resources with exceptional accuracy and speed- responding with a sense of urgency is the ante to play.
• Support administrative and sustainment tasks across deal support, listing photography, and brokerage tools, ensuring accuracy, consistency, and adherence to process and policy.
• Contribute to continuous improvement by collecting feedback, analyzing data, and finding opportunities in "the inches we need" throughout our workflows.
• Assist in integrating support tools and processes into expansion markets or new business initiatives.
• Maintain proactive communication with team members, vendors, and cross-departmental partners, ensuring clarity, alignment, and smooth implementation of updates or changes.
• Monitor and troubleshoot field escalations with a calm, solutions-first approach- ignoring the noise and focusing on what matters.
• Support vendor onboarding and coordination for listing photography and other third-party partnerships.
• Participate in special projects, operational improvements, and cross-team initiatives as needs evolve.
• Balance sustainment, continuous improvement, and administrative responsibility with flexibility and a willingness to pivot quickly.

Role qualifications and requirements:

• Strong service-first mindset with a commitment to do the right thing and support a positive experience for agents, clients, coordinators, and partners.
• Ability to learn and navigate highly technical systems and tools; resourceful in seeking information and building understanding independently.
• Flexibility to pivot between projects and priorities; comfortable incorporating new areas of work quickly.
• Excellent time-management, prioritization, multi-tasking, and organizational skills.
• Outstanding written and verbal communication skills, with the ability to translate complex information clearly and concisely.
• Proven ability to build strong, collaborative relationships across teams and levels- reflecting that "we are the they."
• Strong analytical skills, including the ability to interpret data, identify patterns, and uncover underlying issues or opportunities.
• Ability to pair anecdotal feedback with supporting data and insights.
• Keen attention to detail and a commitment to accuracy.
• Self-starter who is resourceful, proactive, and comfortable with competing demands.
• Strong documentation skills, including structuring, note-taking, maintaining updates, and organizing information.
• Basic understanding of the project management lifecycle- initiation, planning, execution, control, and completion (preferred).
• Foundational knowledge of process evaluation, design, measurement, and control.
• Experience with Gmail, Outlook, and Google Suite; ability to quickly learn new software.
• Demonstrates our ISMs that reflect our core operating principles, including always raising our level of awareness, you'll see it when you believe it, and ensuring numbers and money follow- they do not lead.

Base pay range: $27.90 - $41.76. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operational business needs. Compensation may also include bonuses and equity. We offer a generous benefits package including flexible vacation that supports the importance of time away from work for rest and relaxation, paid parental leave, sick leave (accrued at 1 hour for every 30 hours worked), medical, dental, and vision insurance benefits, flexible spending account, health savings account, life and disability insurance, fertility benefits, Employee Assistance Programs, and 401(k) employer match.

Redfin is an equal opportunity employer committed to hiring a diverse workforce. A diverse, inclusive culture is vital to Redfin's mission of making real estate better for people from all walks of life. We're proud that Redfin is a place where different points of view and backgrounds are encouraged and respected. We constantly strive to build a company that reflects the world around us, based on our conviction that pursuing and developing talent of all types is the right way for a business to thrive over the long haul.