Supervisor, Buyer Experience - Plano, TX

Role Overview

We are seeking a hands-on Buyer Experience Supervisor to lead a team of inbound support specialists responsible for helping prospective buyers register, bid, and transact successfully in distressed property auctions. This is a working supervisor role. The person in this seat manages the team as direct reports and also takes inbound buyer calls, covering the queue during volume spikes, coverage gaps, and escalations. This role reports to the Senior Director, Call Center.

This role sits at the intersection of contact center supervision, buyer support, and distressed real estate auction execution. The ideal candidate brings a strong inbound support or customer experience background, experience leading or coaching specialists, comfort operating against measurable service and quality outcomes, and a practical understanding of foreclosure, FCL, REO, or real estate auction markets.

Key Responsibilities

• Supervise, coach, and develop a team of Buyer Experience Specialists and Sr. Buyer Experience Specialists focused on registration, bidding readiness, issue resolution, and a smooth buying experience for distressed property assets going to auction.
• Take inbound buyer calls directly as needed to protect service level during volume spikes, coverage gaps, training time, and peak auction periods.
• Remain accountable for resolution of escalated buyer matters across the team. Buyer suspensions and formal escalations route first to the Buyer Experience Ombudsman, and you step in directly on escalated calls during volume spikes, coverage gaps, and cases that need supervisor authority to close.
• Monitor real-time queue and staffing conditions, adjust breaks and coverage during the day, and flag capacity risks to the Senior Director.
• Own day-to-day team performance against service level, response and handle times, abandon rate, quality scores, and customer satisfaction targets.
• Run the team's operating rhythms, including daily huddles, queue and case reviews, call coaching sessions, performance scorecards, and weekly one-on-ones.
• Deliver call calibration and quality feedback, document coaching, and escalate persistent performance concerns to the Senior Director.
• Develop Buyer Experience Specialists toward the Sr. Buyer Experience Specialist step, using the promotion criteria in the career path as the coaching framework.
• Report mobile and browser issues that block bidders to product and technology partners, with call examples and reproduction details.
• Ensure prospective buyers receive timely, accurate, and professional support on registration requirements, deposits, bidding eligibility, auction timelines, property information, and next steps.
• Approve changes to the support scripts, troubleshooting guides, and knowledge base content maintained by the Sr. Buyer Experience Specialist, own quality calibration against that content, and drive adoption across the team.
• Review contact drivers and performance data to identify trends and recommend action plans that reduce repeat contacts and improve bidder conversion.
• Coordinate with auction operations, asset management, data, marketing, and product teams to resolve buyer questions and remove friction from the auction process.
• Support hiring and onboarding, deliver and reinforce the training materials built by the Sr. Buyer Experience Specialist, and help retain strong performers on the team.

Success Measures

• Consistent achievement of team service level, response time, and quality targets, including during peak volume.
• Reliable queue coverage during spikes and coverage gaps, with minimal abandoned or missed buyer contacts.
• Increased buyer satisfaction, reduced buyer effort, and higher completion rates for registration and bidding.
• High-quality CRM documentation, accurate case dispositioning, and disciplined follow-up practices across the team.
• Reduction in repeat contacts and technical escalations through structured feedback to the product and technology teams.
• Strong team retention, coaching effectiveness, and specialist productivity.

Required Qualifications

• 4+ years of inbound support, contact center, or customer service experience, including at least 1 year as a supervisor, team lead, or senior specialist with responsibility for others' performance.
• Current ability to handle inbound buyer calls at a specialist level of quality and efficiency, and willingness to spend time on the phones as volume requires.
• Demonstrated ability to coach, motivate, and hold accountable a team of support specialists.
• Working knowledge of contact center performance management, including service levels, schedule adherence, quality frameworks, scorecards, and coaching models.
• Experience supporting customers across phone, email, and chat, with strong case management and CRM discipline.
• Comfort reading performance data and dashboards, identifying root causes, and recommending practical operating improvements.
• Clear verbal and written communication, with the ability to explain complex information to both buyers and internal stakeholders.
• Comfort working with product, technology, operations, sales, marketing, and asset management partners.

The experience threshold above applies to external candidates. Internal candidates advance on the promotion criteria defined in the career path rather than a years-in-role minimum.

Preferred Qualifications

• Experience in real estate, mortgage servicing, default servicing, foreclosure, REO, distressed asset sales, real estate auctions, or online marketplaces.
• Understanding of FCL and REO auction markets, including buyer behavior, auction timelines, bidding processes, and common questions from investors or purchasers.
• Experience supporting customers on web and mobile platforms, including troubleshooting browser, app, account, and payment issues.
• Familiarity with CRM and ticketing systems, knowledge base tools, workforce management, call recording tools, dashboards, and support analytics.
• Progression from a specialist or senior specialist role into a first-line leadership position.

Ideal Candidate Profile

The ideal candidate is a working leader who is comfortable coaching the team in the morning and taking calls in the afternoon. They keep buyers moving forward without sacrificing professionalism, hold the queue together when volume is unpredictable, and pass what they hear on calls back to product, technology, operations, and asset teams. This person should be equally comfortable reviewing a scorecard, sitting with a specialist on a difficult call, and picking up the phone themselves.

This role is based in Plano, TX, and requires four days per week in office. Travel is expected up to 5% for leadership and team building activities.

Compensation and Performance

This role will include a performance-based incentive component tied to team outcomes, including abandon rates, quality scores, customer satisfaction, and productivity metrics. Final compensation structure should reflect the supervisory scope of the role, the expectation of regular phone time alongside team leadership, and the business impact of improved buyer outcomes.