Customer Care Team Lead: Complex Support & Mentoring

Cotality; Austin (TX); On-site; USD 41,000 - 51,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

Health insurance options

401(k) match

Well-being stipend

Tuition assistance

Job summary

Cotality is hiring a customer-care professional to provide quality support for complex inquiries and escalations in a dynamic property tech environment.

You will mentor teammates, monitor daily queues, and navigate a suite of contact center systems and telephony tools to ensure SLA adherence while driving process improvements. This role emphasizes collaboration, growth, and delivering outstanding client service.

Qualifications

• High school diploma or equivalent vocational training/experience is required; a university degree is not required for this operational track.
• Requires at least 3 years of previous work experience in a professional contact center or related customer care field.
• Experience utilizing contact center systems (MSP, Blackknight, Sagent, Salesforce) and telephony tools (Cisco Finesse) is highly preferred.
• Prior exposure to contact center management and scheduling tools (Calabrio or equivalent KPI platform) is a strong asset.

Responsibilities

• Provide Quality Support: Resolve a wide range of complex customer tax inquiries and escalated calls.
• Mentor and Coach: informal team leadership and mentoring newer associates via chat or phone.
• Monitor Workflow: help monitor daily queues and schedules to meet SLAs.
• Utilize Complex Systems: update records across MSP, Blackknight, Sagent and Cisco Finesse.
• Adhere to Processes: follow SOPs and know when to escalate deviations.
• Drive Continuous Improvement: identify bottlenecks and feedback for workflow optimization.

Skills

Customer service

Problem solving

Mentoring

Education

High school diploma or equivalent

Tools

MSP

Blackknight

Sagent

Salesforce

Cisco Finesse

Calabrio

Job description

Cotality is hiring a customer-care professional to provide quality support for complex inquiries and escalations in a dynamic property tech environment.

You will mentor teammates, monitor daily queues, and navigate a suite of contact center systems and telephony tools to ensure SLA adherence while driving process improvements. This role emphasizes collaboration, growth, and delivering outstanding client service.