Customer Support Team Lead

About Us
Property Leads delivers high-quality, motivated seller leads to real estate investors, and we're expanding into home services. We’re a quiet but mighty start-up company that participated in 50% of off-market home sales in the last 12 months. We move fast, we're data-driven, and we care about results.
Our customers are investors running real businesses on the leads we sell them, so when something goes wrong for them, it matters– and fixing it well (and fast) is how we grow. If you just want to check the box on responding to a ticket, text, or email without actually solving the problem, this isn't the place. If you want to own real customer relationships, get to the root of their problems, and solve them quickly, it is.
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 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 team’s 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.
Requirements
3+ years in Customer Support, Customer Service or a related B2B customer-facing function, with a track record of delivering an exceptional customer experience. Experience with the real estate industry is preferred.
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. Will use FreshDesk for tickets and GHL for CRM.
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.
Results
Fast Response Times: Maintain agreed-upon first-response and resolution-time standards.
High Resolution Rate: Increase the percentage of issues resolved without unnecessary escalations or repeat contacts.
Customer Satisfaction: Maintain strong CSAT or other customer satisfaction measurements.
Quality: Ensure support conversations consistently meet company standards for accuracy, professionalism, empathy, and completeness.
Escalation Management: Ensure high-priority and sensitive customer issues are handled quickly and appropriately.
Operational Efficiency: Improve workflows and processes so the team can support more clients without sacrificing service quality.
Documentation: Maintain an accurate and useful internal knowledge base, SOPs, and client-facing resources.
Benefits
401(k), Medical insurance, Vision insurance, Dental insurance

Work arrangement
Yes