Buyer/Purchasing Supervisor/Procurement

As the nation's leading online platform for buying and selling residential bank-owned and foreclosure properties, we connect buyers, sellers, and investors with innovative technology. With over $70 billion in assets, our success is driven by a culture of innovation, collaboration, and impact. 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. 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 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.

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.

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.

Buyer Experience Specialist step, using the promotion criteria in the career path as the coaching framework.

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.

Consistent achievement of team service level, response time, and quality targets, including during peak volume.

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.

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.
• 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.
• Comfort working with product, technology, operations, sales, marketing, and asset management partners.

Experience in real estate, mortgage servicing, default servicing, foreclosure, REO, distressed asset sales, real estate auctions, or online marketplaces.

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.

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.

In addition to base salary, this position is eligible for a bonus.

Medical, dental, and vision insurance.

Paid Time Off (PTO), including 12 paid holidays.

The availability and value of benefits may vary and are subject to the terms and conditions of the applicable plan documents.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other characteristic protected by applicable law.

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