Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail (Front Office), BoldTrail BackOffice and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations to scale success at any level. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.
Good candidates for the BoldTrail BackOffice Support Specialist I role thrive in an energetic, fast-paced environment. If you excel in mathematics or accounting and enjoy working through logic puzzles, you likely have the right skill set for this position. Our team loves learning new things, solving problems, and digging into technical challenges — navigating, troubleshooting, researching, and documenting solutions along the way.
As a BackOffice Specialist I, you'll serve as the primary point of contact for customers using the BoldTrail BackOffice transaction management, commissions, and accounting platform. You'll own customer issues from first contact through resolution, building deep expertise across the platform's Agent Onboarding, Transaction Management, Commission Automation, Accounting, and Reporting/Analytics modules.
What You'll Do
Customer Support & Resolution
- Serve as the customer's primary point of contact, responding to assigned emails and calls during dedicated business hours
- Balance a caseload of multiple concurrent customer issues, prioritizing effectively to resolve them in a timely manner
- Own customer issues from start to finish, delivering top service at every step
- Handle complaints and problems with urgency, professionalism, and care in all written and verbal correspondence
- Record detailed activity for every customer interaction in the internal ticketing system
Customer Experience & Guidance
- Provide world-class service at every touchpoint — setting the standard for professionalism, empathy, and follow-through in written and verbal communication
- Guide customers to the right resources — help articles, tutorials, and platform documentation — to build their independence and long-term success with the BackOffice product
Platform Expertise & Troubleshooting
- Maintain deep subject matter expertise of the BackOffice platform
- Help customers configure the platform and complete tasks across Agent Onboarding, Transaction Management, Commission Automation, Accounting, and Reporting/Analytics modules
- Troubleshoot issues and coordinate directly with third-party partners as needed
- Quickly identify and escalate customer or product issues to Senior Specialists, the Team Lead, or other departments as appropriate
- Prepare and monitor Jira tickets submitted to Product and Development teams, advocating for the customer through to resolution
- Stay current on the latest product releases and maintain up-to-date product expertise
Performance Expectations
Minimum expectations of excellence in the role:
Role KPIs
- Individual Daily Average Cases Resolved: 18
- Individual Customer Satisfaction Rating (CSAT): 88% positive feedback
- Team Live Call Service Level: 75% of calls answered within 60 seconds or less
- Team Resolution Time: 70% of cases resolved within 3 clocked days
Conduct
Uphold the IRE Core Values at all times:
- Innovate as a Partner: We foster innovation through curiosity and empathetic listening, embracing the mindset of a steady and collaborative partner to overcome any challenge and drive real and impactful outcomes.
- Win with our Clients: We are the leading company in real estate technology because we succeed when our clients succeed. We work together to create amazing experiences that surpass their expectations and help them grow.
- Perform Like a Champion: We are passionate in going above and beyond for clients and each other. We tackle challenges with unwavering determination, creativity, and hard work. No challenge is too big for us to solve.
- Play With an Ownership Mindset: We seek to grow as a company and as individuals, helping our clients to do the same. By creating success for the business, trusting and holding each other accountable, and empowering others, we create opportunities for everyone.
- Succeed as One Team: We cultivate lasting relationships by communicating openly and honestly. We embrace people for who they are and celebrate the diverse perspectives and backgrounds of our team.
- Enjoy the Experience: We love what we do and are committed to building a rewarding and thriving workplace. We are surrounded by the most fun, passionate, and talented people in our industry and we celebrate each other for the wins, big and small.
Skills & Qualifications
Required
- Must be located in Utah and able to work onsite at our Murray, UT location.
- 1+ years of customer support experience, preferably in a SaaS or technology environment
- Exceptional written and verbal communication skills — clear, professional, and customer-first
- Strong problem-solving instincts with the ability to think critically under pressure
- Excellent organizational and time management skills with experience managing high-volume queues
- Self-directed and proactive — comfortable taking initiative without waiting to be asked
- Intellectually curious with a genuine drive to see issues through to resolution
- Adaptable and quick to learn new tools, workflows, and platform updates
- Comfortable engaging customers across multiple channels and platforms
Preferred
- AI knowledge and comfort level using digital tools as a core part of how you work, continuously seeking ways to leverage emerging technology to do your best work
- Experience managing and resolving customer escalations
- Familiarity with support and CRM tooling: Intercom, Salesforce, JIRA, Slack, or similar platforms
- Experience supporting enterprise-level or high-touch SaaS customers
- Background in or knowledge of the residential real estate industry
- Exposure to CRM, IDX, or lead management platforms
- 4-year degree or equivalent experience
We offer a competitive total rewards package including:
- Competitive salary
- 3 Medical plans to choose from - 1 PPO and 2 HDHPs
- 2 Dental plans to choose from
- Vision
- HSA - company-funded
- FSAs - healthcare, limited purpose, dependent care
- Short-Term Disability - company-paid
- Long-Term Disability - company-paid
- Basic Employee Life Insurance - company-paid
- Voluntary Dependent Life Insurance
- Voluntary Accident Insurance
- Voluntary Critical Illness
- Voluntary Hospital Indemnity
- ID Protection
- Pet Insurance
- 401(k) Retirement Savings with company match
- Paid PTO/Vacation/Sick Time
- 11 company-recognized holidays
- Company-paid Parental/Disability Leave
In addition, at IRE, we focus on driving top results providing:
- Opportunities to grow within our company;
- Exciting/energetic work environment and fun, creative culture.
IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.