Community Support Services Team Lead

As a Regional Community Support Services Team Lead you’ll be responsible for supporting the operations and ensuring efficiencies of the Community Support Services (CSS) team. The CSS team provides administrative services and support to managers, and sometimes homeowners/vendors by responding to inquiries, concerns, and requests about products and core services. In addition, the Community Support Specialist will elevate or resolve questions, complaints, errors, billing, and other queries.

• Provide direct support and oversight to CSS team; conduct ongoing 1:1’s and check‑ins as needed, training and development.
• Lead operation and implementation of work processes within the CSS team.
• Ensure team members are adhering to established core services standard operating procedures.
• Lead team meetings; creating and distributing meeting agendas and recap summary.
• Partner with the Regional CSS Manager and other leaders working cross‑functionally on execution of company priorities and initiatives that flow in part or in whole through the CSS team.
• Propose, implement and manage administrative policies, standard operating procedures and performance metrics that will strengthen the CSS team and meet organizational and client objectives.
• In partnership with the Regional CSS Manager, engage, strategise, review and improve current procedures and policies, to enhance efficiencies and processes within the team.
• Conduct annual evaluations, devise compensation recommendations for the team, and conduct performance reviews with the Regional CSS Manager’s review and approval.
• Work directly with escalated customer inquiries and/or complaints.
• Professionally handle incoming requests from residents, board members, vendors, managers, and regional directors to ensure issues are escalated or resolved promptly and thoroughly.
• Collaborate directly with property managers, regional directors, internal departments and associates to ensure a timely resolution of all inquiries.
• Document the appropriate resolution of all interactions within the appropriate systems and applications.
• Resolve all open inquiries within prescribed timelines while meeting all key performance indicators.

• Associate degree in business or related field preferred, or equivalent combination of education and experience.
• 2+ years of customer service experience in a service‑industry setting.
• Office management and previous supervisory experience preferred.
• Critical thinking, problem‑solving, judgement and decision‑making abilities are necessary.
• Proven experience adapting to new software or systems without extensive training. Proficiency in computer programs such as Microsoft Office, Outlook and Windows is required. Experience with ticket‑management systems such as Zendesk is preferred.
• Ability to work with sensitive and/or confidential information.

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures.
• Must be able to sit and stand for extended periods of time.
• Must communicate effectively on the phone and in person to resolve issues and manage business.
• Must have finger dexterity for typing/using a keyboard.
• Must be mobile enough to move around both the office and the property, including lengthy walks on uneven areas.
• Continuous talking and hearing during communication processes.
• Capable of working extended hours, including evenings, weekends and holidays, as necessary.
• May work alternately indoors in a controlled climate and outdoors with variable climate and lighting.
• Must interact with all types of individuals, be mentally alert, detail‑oriented and have good reasoning skills.
• Must handle multiple assignments with frequent interruptions, changes and delays while remaining focused, efficient and cheerful under stressful circumstances.
• When working remotely, must maintain productivity comparable to office work and keep the environment clear of distractions.

As a full‑time exempt associate, you will be eligible for full comprehensive benefits – multiple medical plans, dental and…