Remote Customer Service Supervisor

About the role

Better is seeking an experienced Customer Service Supervisor to lead its Tier 1 Customer Service team within a property management company. The team handles residents' initial inquiries by phone, email and text, aiming for timely responses, effective issue resolution and a great resident experience. The role is fully remote, Monday to Friday 8:30 AM to 5:00 PM, and pays $10-$14 USD depending on experience.

Key responsibilities

• Lead the Tier 1 team with daily direction, coaching, training and performance feedback, and manage schedules to match call volume and availability.
• Monitor call pickup rates, response times and ticket backlogs; promote first-contact resolution and set up escalation procedures to Tier 2, Tier 3 or supervisors per SLAs.
• Work with Maintenance, Leasing and Collections so resident requests are documented, communicated and followed up.
• Apply Tier 1 resident credit guidelines, including courtesy late fee waivers, and keep Tier 1 SOPs up to date.
• Run quality assurance on calls, emails and tickets, keep accurate records and Zendesk data, and report KPIs such as call pickup, backlog and resolved tickets via Zendesk Explore.
• Prepare performance reports for department meetings, cross-train staff for escalations, recruit and onboard new specialists, and act as the main Tier 1 liaison with other departments.
• Improve processes such as call routing, call trees and shared email inbox management, and raise team productivity and resident experience.

Required profile

• 2+ years supervising or managing a call center, leading reps in a fast-paced, high-volume environment.
• Strong verbal and written communication in Spanish.
• Ability to monitor performance, manage workloads, handle escalations and complaints, and coach teams.
• Hands-on leader who balances management with daily operations and works well with several departments.

Required skills

• Zendesk (ticket management and Zendesk Explore preferred)
• AppFolio familiarity preferred
• Knowledge of tiered support, escalation procedures and SLAs
• SOP development and quality assurance experience preferred