Administrative Support Team Lead

Job Overview

The Administrative Support Team Lead is responsible for the management and oversight of the Community Support Services (CSS) team. The role directly supports the company mission, objectives and goals, and oversees property management central support services.

• Lead operation and implementation of work processes within the CSS/Admin team.
• Partner with the Director of Operations and other leads working cross‑functionally on execution of company priorities and initiatives that flow in part or in whole through the admin team.
• Propose, implement, and manage administrative policies, standard operating procedures and performance metrics that strengthen the admin team and meet organizational and client objectives.
• In partnership with the Director of Operations, engage, strategize, review, and improve current procedures and policies to enhance efficiencies and processes within the team.
• Provide direct support and oversight to the administrative team; conduct ongoing check‑ins as needed, training and development.
• Conduct annual evaluations, develop compensation recommendations for the team, and conduct performance reviews with the approval of the Director of Operations.
• Work directly with escalated customer inquiries and/or complaints.
• Work closely with the escalated Connect Manager and Senior Welcome Link Coordinator to ensure information and processes are followed closely by the administrative and support teams.
• Create necessary accounts internally for new associations.
• Provide and coordinate back‑up administrative and reception support, as needed.

• Maintain regular and punctual attendance to required shifts, meetings, trainings, and related employment engagements; any alterations to the required schedule must be reviewed and approved in advance by your supervisor.
• Practice and adhere to First Service Residential Global Service Standards.
• Conduct business at all times with the highest standards of personal, professional, and ethical conduct.
• Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional materials and supplies.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures as instructed by management.
• Perform a range of special projects, tasks, and other related duties as assigned.

• Supervise and manage the CSS team.
• Assign, monitor, and manage tasks and responsibilities.
• Evaluate performance on a regular basis using PowerBI dashboards and other performance reporting tools.
• Assist in recruiting, interviewing, hiring, and training members of the team.
• Provide coaching and disciplinary actions, as necessary.

• Office management and previous supervisory experience required.
• High school diploma or GED required.
• Associate’s or Bachelor’s degree in a business field or property management, and/or at least five years of transferable work experience preferred.
• Basic proficiency in MS PowerPoint, Excel, and Word strongly preferred.
• Ability to build and maintain positive working relationships.
• Strong communication skills, written and verbal.
• Well‑developed interpersonal aptitude including excellent organizational abilities.
• Effective problem‑solver and collaborator.
• Skills and/or aptitude for managing a systems approach to administrative support.

• Sitting at a desk; use of keyboard; movement within Corporate Office.
• Ability to lift up to 50 lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours may occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

As a full‑time non‑exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, EAP services, Life Insurance, and Long‑Term Disability coverage. You will also be eligible for vacation and sick time off benefits, ten paid holidays, and a 401(k) with company match.

Compensation: $29 hourly.