Note: The job is a remote job and is open to candidates in USA. Property Leads delivers motivated seller leads to real estate investors and is expanding into home services. The Customer Support Team Lead will own the day-to-day Support function, lead the support team, work directly with customers, and ensure issues are resolved quickly and correctly. The role also focuses on response times, quality, team performance, training, process improvement, and operational efficiency.
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
Skills
- 3+ years in Customer Support, Customer Service or a related B2B customer-facing function, with a track record of delivering an exceptional customer experience
- 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
- Experience with the real estate industry is preferred
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.
Company Overview