Customer Support Lead (Contractor)

About the role

Hemlane is a real estate technology platform for long-term rentals, helping owners find tenants and manage their properties. Its Customer Support team answers owners and tenants by phone, chat and email. As a Customer Support Lead, you handle the toughest cases, coach teammates on difficult calls, spot where processes break and fix them, and help the team improve. No property management experience is needed; full, paid training on the Hemlane software is provided.

Key responsibilities

• Work the support queue alongside the team and take escalated calls and cases such as billing disputes, account security checks and frustrated customers.
• Review a sample of the team's calls and tickets and give clear, specific feedback.
• Answer teammates' questions during the day so cases do not stall.
• Spot repeat issues and turn them into better processes, help articles or training.
• Report bugs to the Product team with clear steps so they can be fixed fast.
• Work with other teams such as Repair Coordination and Leasing when a customer issue crosses over.

Required profile

• Experience training, coaching or leading others (team lead, trainer, QA or supervisor roles count).
• Calm and confident with upset customers on the phone.
• Clear spoken and written English.
• Able to turn a messy process into simple steps others can follow.
• Comfortable learning new software quickly; experience with Zendesk, Stripe or Aircall is a plus.
• Customer support and/or property management experience is a plus, not necessary.

Working conditions

• Shifts 9am-6pm, Monday to Friday in Nicaragua time, with about 1-2 hours of weekend admin work on a rotating schedule.
• Local Managua office with a minimum of 2-3 days in the office with teammates.
• The role is open to growth: as the team grows, the Lead takes on more ownership of how the team runs, with promotion from within preferred.