[Hiring] Customer Support Team Lead @Property Leads

Role Description

Property Leads is hiring a Support Team Lead to own the day-to-day Support function within our Customer Success team. You'll lead the Support Team while also working directly with customers. You'll own response times, quality, ticket resolution, incoming calls, texts and voicemails, and make sure customer issues are solved quickly and correctly.

Responsibilities

• Serve as point person for support-related requests coming through the ticketing platform and incoming calls/texts that come in throughout the day.
• Make sure customers get fast and helpful answers with exceptional customer service.
• Review support communications to make sure the team is meeting a high standard.
• Create simple processes and training to help the team work better.
• Partner with Customer Success, Technology, Refunds and other teams to resolve issues and improve internal processes.
• Track the team's performance and share results with leadership.
• Help train new Support Team members.
• Identify opportunities to use automation, technology, and improved workflows to increase team efficiency.

Qualifications

• 3+ years in Customer Support, Customer Service or a related B2B customer-facing function, with a track record of delivering an exceptional customer experience. Experience with the real estate industry is preferred.
• Excellent English language written and verbal communication skills.
• Able to stay calm and helpful with upset customers.
• Good at solving problems and finding answers.
• Organized and able to handle several tasks at once.
• Comfortable working with support platforms, CRMs, reporting tools, and other customer-facing technology.
• Works well with other teams.
• Pays attention to details and follows through on tasks.
• Looks for ways to make the team and customer experience better.

Requirements

• Fast Response Times: Maintain agreed-upon first-response and resolution-time standards.
• High Resolution Rate: Increase the percentage of issues resolved without unnecessary escalations or repeat contacts.
• Customer Satisfaction: Maintain strong CSAT or other customer satisfaction measurements.
• Quality: Ensure support conversations consistently meet company standards for accuracy, professionalism, empathy, and completeness.
• Escalation Management: Ensure high-priority and sensitive customer issues are handled quickly and appropriately.
• Operational Efficiency: Improve workflows and processes so the team can support more clients without sacrificing service quality.
• Documentation: Maintain an accurate and useful internal knowledge base, SOPs, and client-facing resources.

Benefits

• ~95% individual coverage for Medical, Vision, Dental
• 401k with match
• Fully remote
• A fast, low-bureaucracy team where your work has direct, visible impact. No six layers between you and the outcome.