About this role.
HomeLight is hiring an Inbound Support Coordinator to provide phone, email, and ticket-based assistance to customers, real estate agents, and prospective home sellers. The role involves answering service-related questions, documenting interactions in CRM systems, and resolving basic account and software issues such as password resets. It is a permanent remote position based in the Philippines, operating from 9 a.m. to 5 p.m. US Pacific Time. Success requires empathetic customer service, strong written and verbal communication, organization, and comfort managing high volumes of inbound inquiries. Familiarity with HubSpot or similar ticketing and CRM platforms is preferred.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would acknowledge the customer's frustration, confirm the details of the issue, and calmly guide them through the appropriate account-recovery steps. I would verify the resolution, document the interaction in the CRM, and clearly explain any follow-up steps or expected timelines.
I prioritize live inbound calls first while maintaining awareness of ticket urgency, customer impact, and service-level expectations. I use clear ticket statuses, concise notes, and scheduled follow-up time to ensure no request is overlooked.
I would capture the customer's identity and contact details, the reason for contact, troubleshooting or information provided, the outcome, and any promised follow-up. Notes should be factual, concise, and detailed enough for another team member to continue assisting the customer seamlessly.
I would avoid guessing, clarify the customer's specific question, and consult approved resources or the appropriate internal team. I would provide the verified answer promptly or set a clear expectation for when I will follow up.
It means making each customer feel heard, respected, and confidently guided from start to finish. I would use clear communication, take ownership of the next step, personalize the interaction where appropriate, and follow through until the issue is resolved or properly handed off.
*** This is a permanent work from home position from the Philippines, 9am to 5pm US Pacific time ***
Who We Are
We’re building the future of real estate — today.
HomeLight is the real estate technology platform powering innovative transactions for top agents, lenders, and their clients. Our technology makes it easier to buy and sell homes, whether that’s enabling clients to buy before they sell, find a top agent, or have certainty through a modern closing process. Each year, HomeLight facilitates billions of dollars of residential real estate business on its platform for thousands of agents and loan officers. Our vision is a world where every real estate transaction is simple, certain, and satisfying for all.
Our team breaks barriers every day while staying committed to HomeLight’s goals and core values, which is a crucial element to our shared success.
Who You Are
You are a highly organized and efficient individual that can multitask and accomplish goals in a timely manner. Your duties and responsibilities include researching client/agent concerns using HomeLights HubSpot ticketing system and communicating solutions accordingly. You will be trained on how to use HomeLight sales applications as well as use the Internet to research appropriate solutions. A strong, reliable Internet is required.
What You’ll Do Here
- Handle inbound calls from HomeLight customers, real estate agents, and people interested in selling their homes.
- Answer questions related to home selling, HomeLight services, Buy Before You Sell, offers, and other customer inquiries.
- Provide timely and thoughtful support through email and CRM-based support tickets.
- Troubleshoot basic account and software-related issues, including password resets and agent account support.
- Complete other customer and agent support tasks as needed.
- Document interactions and maintain accurate information in our CRM and support systems.
- Deliver a consistently professional, empathetic, and “white glove” customer experience.
What you Bring
- Excellent phone communication skills — you are comfortable spending several hours a day on the phone and communicating with a wide variety of people.
- Strong customer service and written communication skills.
- A genuine customer-first mindset and the ability to provide a high-touch, “white glove” experience.
- Experience working with HubSpot, CRM, customer support, or ticketing software.
- Ability to stay calm, professional, and helpful when handling difficult, unexpected, or high-volume inquiries.
- Strong organization and attention to detail.
Let’s chat!
#remote
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
