Remote Customer Service Supervisor

About the role

A property management company is looking for an experienced Customer Service Supervisor to lead its Tier 1 team, which handles residents' initial inquiries by phone, email and text. The supervisor ensures timely responses, effective issue resolution and a good resident experience, working closely with Maintenance, Leasing and Collections. The role is 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.
• 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 track KPIs such as call pickup, backlog and resolved tickets via Zendesk Explore.
• Prepare performance reports for department meetings, cross-train team members for escalations, and recruit, onboard and train new specialists.
• Act as the main Tier 1 liaison with other departments, document and follow up resident requests, and improve processes such as call routing, call trees and shared email inboxes.

Required profile

• 2+ years supervising or managing a call center, leading customer service 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 team 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