HOA Operations Lead — Customer Experience & Team Growth

Lifetime HOA Management; San Antonio (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Company-Paid Life Insurance

Voluntary Supplemental Benefits

Paid Time Off (PTO)

Paid Holidays

401(k) Retirement Plan with Company M

Professional Development Opportunities

Ongoing Training & Mentorship

Career Advancement Opportunities

Job summary

Lifetime HOA Management in San Antonio, TX, seeks an Operations Supervisor to lead our Customer Service and Operations team. You will coach staff, manage day-to-day workflows, and drive service excellence across access, reservations, front desk, and general operations.

You will be a working leader, coaching on escalations, ensuring timely responses, and maintaining professional service from first contact to resolution.

Qualifications

• Previous supervisory or management experience in customer service, call center operations, property management, or related field.
• Proven experience in customer service with strong verbal and written communication skills.
• Strong leadership, interpersonal, and problem-solving skills with the ability to coach, motivate, and hold employees accountable.
• Experience monitoring employee performance and managing daily workflows.
• Ability to analyze operational metrics and identify opportunities for improvement.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, Google Workspace, and customer relationship management or property management software.
• Proficiency with phone systems, computers, and customer service software.
• Ability to handle difficult or upset customers with patience and professionalism.
• A valid Texas driver's license, reliable transportation, and proof of automobile insurance.

Responsibilities

• Oversee daily activities, workflow, and productivity of the Customer Service and Operations team.
• Provide guidance, coaching, and support to department supervisors and representatives.
• Monitor attendance, scheduling, phone coverage, and adherence to company policies.
• Conduct check-ins, performance reviews, and ongoing coaching; assist with onboarding, training, and development of new employees.
• Promote teamwork, accountability, professionalism, and a positive working environment.
• Address performance concerns and escalate matters when necessary.
• Monitor incoming call volumes, response times, outstanding action items, and departmental backlogs.
• Ensure appropriate phone coverage and that daily responsibilities are completed.
• Monitor departmental queues and help prioritize outstanding homeowner requests.
• Oversee day-to-day service work, including booking reservations, drawing up payment plans, managing homeowner services such as gate service and pool card access, retrieving and sorting mail, maintaining inventory, and following up on voicemails.
• Ensure representatives follow established procedures, documentation requirements, and communication standards.
• Assist with escalated homeowner concerns and operational issues, resolving them professionally and effectively.
• Support phone, email, and in-person service - answering inquiries, troubleshooting problems, and drafting professional correspondence.
• Maintain up-to-date knowledge of services and policies for each community, and build lasting relationships with homeowners based on trust and professionalism.
• Gather customer feedback to help improve services and the overall customer experience.
• Track departmental metrics, including call performance, answered and missed calls, outstanding action items, and completion rates.
• Review individual and team performance to identify training needs and hold team members accountable to productivity and service expectations.
• Prepare operational updates and performance reports for the VP of Operations.
• Identify workflow inefficiencies and recurring issues, and implement solutions that improve productivity.
• Assist in developing and updating training materials, scripts, and standard operating procedures.
• Support quality assurance, new technology and systems, and operational initiatives.
• Coordinate with other departments to resolve operational challenges and support community transitions.

Skills

Team leadership

Customer service

Coaching

Performance management

Operations management

Scheduling

Communication

Microsoft Office

Google Workspace

CRM software

Education

High school diploma

Associate degree preferred

Tools

Vantaca

Property management software

Job description

Lifetime HOA Management in San Antonio, TX, seeks an Operations Supervisor to lead our Customer Service and Operations team. You will coach staff, manage day-to-day workflows, and drive service excellence across access, reservations, front desk, and general operations.

You will be a working leader, coaching on escalations, ensuring timely responses, and maintaining professional service from first contact to resolution.