Customer Support Team Lead

Property Leads

. Own the day-to-day Support function within the Customer Success team .

Posted 9/23/2026full-timeRemote • Texas • United StatesSenior💰 $60,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support functions, ensuring high-quality service delivery, and optimizing team performance through effective training and process improvements. Proficient in utilizing support platforms and CRMs to enhance customer interactions and satisfaction.

Highest-signal resume keywords

Customer Support ManagementTeam LeadershipProcess ImprovementCustomer Satisfaction MeasurementProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportB2B Customer ServiceTicketing Platform ManagementWorkflow AutomationPerformance Tracking

Soft Skills

Excellent CommunicationEmpathyOrganizational SkillsCalm Under PressureAttention to Detail

Tools & Technologies

Support PlatformsCRMsReporting Tools

Industry Keywords

Real Estate IndustryCustomer Experience

About the role

Key responsibilities & impact

Own the day-to-day Support function within the Customer Success team
Lead the Support Team while working directly with customers
Own response times, quality, ticket resolution, incoming calls, texts and voicemails
Serve as point person for support requests through the ticketing platform and incoming calls/texts
Ensure customers receive fast, helpful answers and exceptional customer service
Review support communications to ensure the team meets a high standard
Create processes and training to help the team work better
Partner with Customer Success, Technology, Refunds and other teams to resolve issues and improve internal processes
Track team performance and share results with leadership
Help train new Support Team members
Identify opportunities to use automation, technology and improved workflows to increase efficiency
Maintain fast first-response and resolution times
Increase the percentage of issues resolved without unnecessary escalations or repeat contacts
Maintain strong CSAT or other customer satisfaction measurements
Ensure conversations meet standards for accuracy, professionalism, empathy and completeness
Manage high-priority and sensitive customer issues
Improve workflows and processes without sacrificing service quality
Maintain an accurate internal knowledge base, SOPs and client-facing resources

Requirements

What you’ll need

3+ years in Customer Support, Customer Service or a related B2B customer-facing function
Track record of delivering an exceptional customer experience
Experience with the real estate industry is preferred
Excellent English language written and verbal communication skills
Able to stay calm and helpful with upset customers
Good at solving problems and finding answers
Organized and able to handle several tasks at once
Comfortable working with support platforms, CRMs, reporting tools, and other customer-facing technology
Works well with other teams
Pays attention to details and follows through on tasks
Looks for ways to make the team and customer experience better

Benefits

Comp & perks

~95% individual coverage for Medical, Vision, Dental
401k with match
Fully remote
A fast, low-bureaucracy team where your work has direct, visible impact
No six layers between you and the outcome