Team Lead, Customer Care

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

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description

• Provide Quality Support: Execute specialized support tasks to resolve a wide range of complex customer tax inquiries and escalated calls efficiently.
• Mentor and Coach: informal team leadership, mentoring newer associates, and answering baseline process questions via chat or phone.
• Monitor Workflow: Assist in monitoring daily queues and schedules using contact center management tools to ensure compliance with service level agreements (SLAs).
• Utilize Complex Systems: Navigate and update records across primary contact center systems (e.g., MSP, Blackknight, Sagent) and telephony tools (e.g., Cisco Finesse).
• Adhere to Processes: Work under general instruction on routine assignments, applying standard operating procedures while recognizing when to elevate unique deviations.
• Drive Continuous Improvement: Identify operational bottlenecks or common customer pain points and provide feedback to management to help optimize team workflows.

Job Qualifications

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

Annual Pay Range

41,000 - 50,960 USD

Application Window

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, Depending On Role Classification, Include

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

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