Member Services Manager

Who is BESPOKE?

Bespoke Real Estate stands as an industry leader, specializing in exclusively ultra-luxury properties. Bespoke is operational in New York, The Hamptons, and South Florida.

Our dedication to uncompromising, client-first service has set records and built a reputation for excellence. By being a part of Bespoke you are joining a team that’s reshaping the future of high-end real estate, ensuring our clients’ most valuable assets - both properties and time - are protected and enhanced.

Who is the Market-Specific Member Services Manager?

The Hamptons Member Services Manager provides dedicated day-to-day Member Services support within an assigned market and reports to the Member Services Director responsible for the national function. This role serves as the primary operational point of contact for agents in the assigned market and coordinates their business, onboarding, paperwork, compliance, systems, and internal service needs.

The role executes established Member Services standards, systems, workflows, and service expectations while adapting delivery to local market requirements. The Market-Specific Member Services Manager resolves routine market-level needs, maintains clear documentation and follow-up, and escalates complex, sensitive, unresolved, or cross-functional matters to the national Member Services lead.

Key Responsibilities:

• Market Member Services Delivery
• Provide dedicated day-to-day Member Services coverage for agents in the assigned market.
• Execute established Member Services workflows, service standards, and operating procedures consistently.
• Manage the intake, prioritization, coordination, follow-up, and resolution of market-level agent requests.
• Maintain accurate records of open requests, completed work, outstanding items, and required follow-up in designated systems.
• Escalate complex, sensitive, urgent, unresolved, or cross-functional matters through the appropriate Member Services channel.

• Agent Operational Support
• Manage agents’ daily operational needs, logistics, requests, and internal coordination within the assigned market.
• Help agents navigate Bespoke’s processes, tools, platform, Marketplace, and available services.
• Coordinate with internal departments to ensure requests are directed to the appropriate owner and continue moving forward.
• Provide responsive, consolidated follow-up so agents have visibility into the status and ownership of their requests.
• Communicate company policies, procedures, approval requirements, and service offerings clearly and professionally.

• Local Agent Onboarding
• Execute the established Member Services onboarding process for new agents joining the assigned market.
• Coordinate the local onboarding schedule, agent communication, logistics, paperwork, licensing, systems access, and follow-up.
• Track departmental deliverables and outstanding items while ensuring each department retains ownership of its work.
• Confirm required onboarding steps are completed and promptly escalate delays, risks, or unresolved needs.

• Business and Compliance Support
• Support agents with market-level business needs, paperwork, compliance requirements, and access to company resources.
• Coordinate with Compliance to request and track required documentation and address outstanding items.
• Assist agents with purchasing listing onboarding packages and hand the project to Listing Onboarding once payment is received.
• Assist with applicable MLS, RLS, OLR, EELI, OutEast, listing platform, and related systems setup and updates.
• Route compliant transaction and commission documentation to Finance, which manages calculations and payouts.

• Agent Relationships and Local Market Support
• Serve as the primary operational point of contact for agents in the assigned market.
• Build trusted relationships through proactive communication, responsiveness, discretion, and reliable follow-through.
• Act as a liaison among local agents, market leadership, Member Services, and internal departments.
• Support local office initiatives, agent events, community-building efforts, vendors, and market logistics as needed.
• Maintain familiarity with local licensing, regulatory, association, platform, and operating requirements affecting agents.
• Advocate for agents while maintaining company policies, service boundaries, standards, and approval requirements.

• Reporting and Collaboration
• Provide the national Member Services lead with regular visibility into agent needs, request volume, service performance, market trends, and escalations.
• Track and report performance against established Member Services standards and KPIs.
• Share recurring challenges and practical recommendations that may improve local service delivery.
• Participate in Member Services meetings, training, process updates, and cross-market knowledge sharing.
• Support company initiatives when local coordination or execution is required.

Qualifications and Experience:

• Minimum of 3-5 years of experience in high-end residential real estate brokerage, operations, agent services, or a related field.
• Strong understanding of real estate operations, agent support, onboarding, transaction paperwork, and compliance processes.
• Knowledge of the assigned market’s practices, platforms, licensing requirements, associations, and professional ecosystem.
• Ability to execute established workflows consistently, manage detailed follow-up, and identify matters requiring escalation.
• Service-oriented mindset with the ability to understand, support, and advocate for agents while maintaining company standards and boundaries.
• Exceptional written and verbal communication skills with a commitment to responsiveness and professional follow-up.
• Strong organizational, project management, problem-solving, and time-management skills.
• Ability to manage multiple priorities and collaborate effectively across departments in a fast-paced environment.
• High level of professionalism, discretion, integrity, empathy, and attention to detail.
• Proficiency with Google Workspace, Microsoft Office, Dropbox, Zoom or Teams, DocuSign, Salesforce, and comparable business systems.
• Commitment to confidentiality in all agent, transaction, financial, and company matters.