Real Estate Support Team Lead: Fast, High-Impact Resolutions

Property Leads; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k)

Medical insurance

Vision insurance

Dental insurance

Job summary

Property Leads is seeking a Support Team Lead to own the day-to-day Support function within our Customer Success team. You will lead the Support Team while also working directly with customers to ensure fast responses and effective issue resolution.

You will manage response times, ticket quality, and escalations across calls, texts, and emails, building scalable processes with FreshDesk and GHL, and mentoring teammates to deliver exceptional service.

Qualifications

• 3+ years in Customer Support, Customer Service or a related B2B function delivering exceptional support.
• Experience with the real estate industry is a plus.
• Excellent English written and verbal communication skills.
• Able to stay calm and helpful with upset customers.
• Strong problem solving and multi-tasking abilities.
• Comfortable with support platforms, CRMs, and reporting tools.

Responsibilities

• Serve as point person for support requests via tickets and calls/texts.
• Ensure fast, helpful answers and exceptional customer service.
• Review communications to maintain high standards.
• Create simple processes and training for the team.
• Partner with Customer Success, Technology, and Refunds to resolve issues.
• Track performance and share results with leadership.
• Help train new Support Team members.
• Identify opportunities to use automation and better workflows.

Skills

Customer support

Team leadership

Communication

Problem solving

CRM tools

FreshDesk

GHL

Process improvement

Attention to detail

Tools

FreshDesk

GHL

CRM platforms

Job description

Property Leads is seeking a Support Team Lead to own the day-to-day Support function within our Customer Success team. You will lead the Support Team while also working directly with customers to ensure fast responses and effective issue resolution.

You will manage response times, ticket quality, and escalations across calls, texts, and emails, building scalable processes with FreshDesk and GHL, and mentoring teammates to deliver exceptional service.