Resident Support & Escalations Lead

Fetch; United States; Remote; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health benefits

401(k) options

Paid Time Off

Job summary

Fetch is seeking a Resident Support Team Lead to bridge frontline agents and CX leadership, manage queues, handle escalations, and maintain service levels across channels. This role combines hands-on supervision with cross-functional support to ensure timely, high-quality customer experiences.

You will coach teammates, monitor performance, and collaborate with Engineering, Product, and Operations to improve workflows, knowledge bases, and customer outcomes.

Qualifications

• Experience handling inbound resident inquiries across multiple channels (chat, email, phone, tickets).
• Ability to manage escalations with empathy, speed, and authority.

Responsibilities

• Direct Resident Support & Escalation Management: handle inbound inquiries, escalate complex issues, and investigate root causes.
• Queue Oversight & SLA Governance: monitor real-time queues, ensure accurate routing, and audit SLA adherence.
• Floor Oversight, Coaching & Agent Development: provide real-time guidance, conduct coaching sessions, and improve agent independence.
• Operations, Process & Cross‑Departmental Support: communicate SOPs, collaborate with Engineering/Product, and manage cross-team workflows.
• Performance Analytics, Team Cadence & Escalations: lead team meetings, track metrics, and document patterns for improvement.
• Outage Handling & Knowledge Base Maintenance: triage incidents and update knowledge resources.
• Professional Development: shadow managers and contribute to strategic initiatives.

Job description

Fetch is seeking a Resident Support Team Lead to bridge frontline agents and CX leadership, manage queues, handle escalations, and maintain service levels across channels. This role combines hands-on supervision with cross-functional support to ensure timely, high-quality customer experiences.

You will coach teammates, monitor performance, and collaborate with Engineering, Product, and Operations to improve workflows, knowledge bases, and customer outcomes.