Senior Customer Support Manager - Remote

Overview

The Senior Customer Support Manager is a key leadership role within the Owner Experience team, responsible for managing high-profile homeowner accounts while overseeing and developing a team of 10 professionals. This role focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency, and fostering a culture of continuous improvement and professional growth within the team. The Senior Customer Support Manager works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners.

In Short

• Serve as the primary point of contact for high-profile homeowners.
• Advocate for property owners by communicating investment performance and updates.
• Collaborate with internal teams to resolve homeowner concerns.
• Analyze financial reports and provide insights to homeowners.
• Develop strategic solutions to enhance owner satisfaction.
• Provide mentorship and coaching to team members.
• Identify opportunities to optimize department processes.
• Work closely with various internal departments to improve service quality.
• Stay up-to-date with company policies and industry regulations.
• Promote a professional and cooperative working environment.

Requirements

• Experience in customer support management.
• Strong leadership and team development skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and provide actionable insights.
• Proven track record in process improvement.
• Familiarity with project management tools.
• Knowledge of industry regulations and compliance.
• Ability to foster a collaborative team culture.

Benefits

• Opportunity for professional growth and development.
• Collaborative and supportive team environment.
• Engagement in company-wide initiatives.
• Access to training and mentorship programs.
• Flexible working arrangements.