Manager of Resident Support

Key Responsibilities:

• Team Leadership and Management
• Hiring and Training: Recruiting, interviewing, and selecting new Resident Support Specialist
• Onboarding and Development: Developing and implementing training programs to ensure the team has the necessary skills and knowledge.
• Performance Management: Setting performance goals and KPIs (Key Performance Indicators), conducting performance reviews, and providing coaching and feedback to team members.
• Motivation and Morale: Fostering a positive and supportive work environment to keep the team motivated and engaged.
• Scheduling and Operations: Managing daily workflow, creating schedules, and ensuring adequate staffing to handle customer inquiries and issues.


• Customer-Centric Operations
• Handling Escalations: Serving as the point of contact for complex or difficult customer issues that require a higher level of authority or expertise.
• Policy and Procedure Development: Creating and implementing customer service policies, standards, and procedures to ensure consistency and efficiency.
• Quality Assurance: Monitoring customer interactions (e.g., calls, emails, chats) to ensure they meet quality standards and provide constructive feedback.
• Resolving Complaints: Taking ownership of customer complaints and seeing them through to resolution.


• Data Analysis and Strategy
• Performance Analysis: Analyzing customer service metrics such as response time, resolution rate, and customer satisfaction scores (CSAT) to identify trends and areas for improvement.
• Feedback Management: Collecting, analyzing, and acting on customer feedback to inform business decisions and improve processes.
• Reporting: Creating detailed reports on department performance and presenting findings.
• Process Improvement: Identifying and implementing strategies to streamline workflows and enhance the overall customer experience.


• Interdepartmental Collaboration
• Communication with Other Teams: Acting as a liaison between the Resident Support team and other teams like sales, marketing, and product development.
• Relaying Feedback: Communicating customer feedback and needs to other departments to help improve products, services, and overall business strategy.

What You Bring:

• Proven Leadership Experience; 1-2 years in a supervisory or management role within customer support, operations, or a related field, with demonstrated success in leading and developing high-performing teams.
• Strong Communication and Interpersonal Skills; Ability to motivate and coach team members, resolve conflicts, and effectively collaborate across departments.
• Customer Service Expertise; Deep understanding of customer experience best practices, with experience handling escalations and implementing service policies/procedures.
• Analytical and Data-Driven Mindset; Proficiency in analyzing KPIs, customer satisfaction metrics, and operational data to drive performance improvements and strategic decisions.
• Organizational and Operational Skills; Experience managing scheduling, workflows, and resources to ensure efficient daily operations and staffing coverage.
• Problem-Solving and Process Improvement Orientation; Demonstrated ability to identify operational gaps, develop solutions, and implement process improvements to enhance team performance and customer satisfaction.