Note: The job is a remote job and is open to candidates in USA. Property Leads delivers high-quality seller leads to real estate investors and is expanding into home services. The company is seeking a Support Team Lead to own daily support operations, lead the support team, work directly with customers, and improve response times, resolution quality, customer satisfaction, 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 teams 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