Title: Senior Customer Service Supervisor (Call Center Lead)
Location: Remote (South Africa Candidates Preferred) (Open to candidates from LATAM)
Schedule: Full-Time (Aligned with U.S. business hours)
Compensation: Competitive, based on experience
About the Company:
We are a fast-growing property management group overseeing a diverse portfolio of residential and commercial properties. As we continue to scale, we’re building out our in-house customer service function to better support our tenants and prospective renters. We’re looking for a hands-on and experienced customer service leader to help us launch and scale this critical function.
About the Role:
We’re seeking a Senior Customer Service Supervisor to help design, implement, and operate our small call center operation from the ground up. This role will be a blend of leadership, strategy, and direct support. You’ll be instrumental in defining our systems and processes, assisting tenants directly, and eventually supervising and growing a small team of agents.
Key Responsibilities:
1. Call Center Setup & Strategy
-
Evaluate and recommend tools/systems for managing tenant communications (e.g., call routing, CRM, ticketing systems).
-
Set up foundational processes for call handling, ticket tracking, and performance monitoring.
-
Build SOPs and knowledge bases for tenant interaction.
2. Direct Tenant Support (Agent Duties)
-
Answer incoming calls from tenants and prospective renters.
-
Assist with inquiries related to leasing, move-ins, move-outs, and general property questions.
-
Ensure every tenant interaction is handled with empathy, professionalism, and clear communication.
-
Document interactions and follow up on open requests.
3. Team Leadership & Supervision
-
Act as a senior point of escalation for complex or sensitive issues.
-
Help hire, train, and onboard new customer service agents as the team scales.
-
Monitor KPIs (call response time, resolution rates, tenant satisfaction, etc.) and ensure team goals are met.
-
Provide feedback, coaching, and performance reviews for junior agents.
Ideal Candidate Profile:
-
3–5+ years in customer service, with at least 1–2 years in a supervisory or team lead capacity.
-
Experience building or scaling a call center or customer support function, ideally for a property management, real estate, or service-based business.
-
Hands-on approach — willing and able to take calls directly and lead by example.
-
Strong understanding of call center tools and technology (e.g., Zendesk, Freshdesk, Aircall, Dialpad, etc.).
-
Excellent English communication skills with a neutral accent.
-
Highly organized, responsive, and able to manage multiple tasks at once.
-
Self-starter with the ability to work independently in a remote environment.
Nice to Have: