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About the Role
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.
- Ensure customers receive fast, helpful answers with exceptional customer service.
- Review support communications to ensure the team meets a high standard.
- Create simple processes and training to improve team efficiency.
- Partner with Customer Success, Technology, Refunds, and other teams to resolve issues and improve internal processes.
- Track team performance and share results with leadership.
- Assist in training new Support Team members.
- Identify opportunities for automation, technology, and workflow improvements to increase team efficiency.
Requirements
- 3+ years in Customer Support, Customer Service, or a related B2B customer-facing function with a track record of delivering exceptional customer experience.
- Experience with the real estate industry is preferred.
- Excellent English written and verbal communication skills.
- Ability to remain calm and helpful with upset customers.
- Strong problem-solving and research skills.
- Organized and capable of multitasking.
- Proficient with support platforms, CRMs, reporting tools, and other customer-facing technology.
- Collaborative team player.
- Detail-oriented with strong follow-through.
- Proactive in seeking improvements for the team and customer experience.
Skills
- Customer Support
- Customer Service
- B2B Customer-Facing Functions
- Real Estate Industry
- Written Communication
- Verbal Communication
- Problem Solving
- Organization
- Multitasking
- Support Platforms
- CRMs
- Reporting Tools
- Teamwork
- Attention to Detail
- Process Improvement
- Automation
- Workflow Improvement
Location
- Remote
- US
Work Type
- Remote
- Full-time
Experience Level
- 3+ years
Benefits
- ~95% individual coverage for Medical, Vision, Dental
- 401k with match
- Fully remote
- Fast, low-bureaucracy team with direct, visible impact
About the Company
- Property Leads delivers high-quality, motivated seller leads to real estate investors and is expanding into home services.
- A quiet but large company that participated in 50% of off-market home sales in the last 12 months.
- Moves fast, is data-driven, and cares about results.
- Values customers running real businesses on leads sold, emphasizing the importance of solving problems quickly and effectively for growth.