Why I Work at Redfin: Karen Jones


Karen Jones came to Redfin almost 10 years ago, when Redfin was still getting its start. She has had a variety of roles in her time at Redfin; she’s gone from a Listing Agent, to the Customer Service Manager, to a Support Agent and now on to her newest adventure as a Redfin Listing Specialist. Karen is truly a Redfin original and clearly lives and breathes the Redfin values. As she comes up on her 10-year anniversary, she recalls the moments that made Redfin her home away from home.  

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What brought you to Redfin?

I was working as a real estate agent at a traditional brokerage and was really looking to get out of traditional real estate. I still wanted to be a part of the real estate industry, but without necessarily being an agent, and Redfin seemed like the perfect place to do that.

So I applied for a position in the pre-PR department where I would have basically been writing and managing the Redfin blog. Unfortunately, the job had already been filled, but my recruiter (there was only one at the time) really wanted me to become a Redfin agent. I was hesitant, but she really convinced me on the Redfin model. And from there I just went for it and become a Listing  Agent.

What was your next role after Listing Agent?

I was a Listing Agent for a few years and helped develop Tour Scheduling at Redfin. From there, I made the transition to Customer Service Team Manager.

And back then we pulled double duty on the Customer Service Team. We not only managed calls and emails from all over the country, but also ran the front desk. We were much smaller back then. Then, two-and-a-half years ago, I made the jump to a Redfin Support Agent

Can you tell me about working as a Support Agent?

What I really loved about being a Support Agent was educating people about Redfin. Most people who call in are looking to buy or sell a home, but are unsure of how to go about it. We really work with these clients to guide them and help them understand all of the benefits of working with Redfin.  

What’s your favorite thing about Redfin?

The people and our values.

When you work as a traditional real estate agent, you’re expected to do everything yourself; from marketing to finding clients, you’re a one-person show. At Redfin, you’re on a team and everyone’s there to help and support you. And at the end of the day, we are all working together to provide the customer with a great home-buying or selling experience!  

Is there a value that really speaks to you?

All of our values really speak to me. But my favorite is “wow the customer.” And I think that applies internally and externally.

What has kept you at Redfin?

I can’t imagine working anywhere else. To me this is the best place in the entire world to work. I remember when I was on the Customer Service team and I received a review from Scott Nagel. He told me that “I bleed Redfin.” And to this day I’m still here because I love the people and the environment. And everyday I work to embody our values and keep Redfin weird.

Do you have a favorite memory?

In the early days, we would all gather together for a conference once a year at the Edgewater Hotel in Seattle. It was a much smaller group back then. They would be hosted in these beautiful conference rooms overlooking the water. And I remember sitting in that room thinking we’ve really arrived.

Do you have a question for Karen about why she works at Redfin? Let us know in the comments or on Twitter @Redfin. And for more information on Redfin, and to check out open jobs at the company, visit Jobs at Redfin.