Customer Success Associate

About Orchard Orchard’s mission is to make home buying and selling, stress free, fair and simple. For the average American, the home purchase and sale process takes months, creates anxiety, and is filled with uncertainty and hassle. Orchard has reimagined the end-to-end experience of buying and selling, from innovative home search tools to find the perfect home to the ability to buy a new home before selling your current one. Orchard customers manage the entire experience through a personalized online dashboard, while also getting the support of best-in-class Orchard real estate agents. Headquartered in New York City with teammates across the US, Orchard has 150+ full time employees and 600+ real estate agents. We have financing from top-tier investors including Revolution Growth, Firstmark, Accomplice, Navitas and Juxtapose, who have also backed the likes of Pinterest, AirBnb, Shopify and Sweetgreen. We're proud to have been recognized by Crain's, Inc. 5000, Glassdoor, Parity.org and Built In on their lists of best places to work. About the Role At Orchard, Agent Success Associates play a crucial role in ensuring the success of our agents. We are dedicated to supporting both current agents and new recruits through effective onboarding and ongoing assistance. Our dynamic team collaborates with Training and Product teams to manage systems and processes aimed at achieving agent excellence. This is a full-time remote position reporting to the Senior Manager of Transaction Operations. The role requires a strong commitment to customer service and availability to work Central Time hours from 8:00 AM–5:00 PM CST, including one Saturday per month. The pay range for this position in Denver is $60,000-65,000/year. The actual base pay offered may vary within the range provided depending on job-related knowledge, skills, and experience. Equity and other incentive pay may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered. What You’ll Do Here: Monitor and manage Agent Workflow requests by updating Orchard systems and escalating issues to cross-functional teams. Oversee questions and requests on various Slack channels, ensuring prompt and effective responses. Assess agent readiness by facilitating Listing presentation tests and delivering constructive feedback. Set up agents in multiple systems and track their compliance to qualify for leads. Assisting onboarding agents with their first 4 leads Monitoring and managing Orchard’s social media accounts Facilitate pre-onboarding communications Provide 1:1 support to onboarding agents, assisting them with technological issues and general inquiries. We’d Love to Hear from you if you Have: 2-3 years of relevant work experience in operations or support Proficient in Click up, Slack and a CRM tool (preferably Follow Up Boss) Excellent communication and collaboration skills Ability to multitask and prioritize effectively in a fast-paced environment. Professional demeanor and ability to foster positive interactions with internal and external stakeholders. Orchard is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.