Senior Customer Support Manager

The Senior Customer Support Manager is a key leadership role within the Owner Experience team, responsible for managing high-profile homeowner accounts while overseeing and developing a team of 10 professionals. This role focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency, and fostering a culture of continuous improvement and professional growth within the team. The Senior Customer Support Manager works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners.

Key Responsibilities:

Owner Account Management:

● Serve as the primary point of contact for high-profile homeowners, ensuring their needs are met with the highest level of service and responsiveness.

● Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates.

● Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively.

● Analyze financial reports and provide insights to homeowners regarding their property's performance, identifying areas for optimization.

● Develop strategic solutions to enhance owner satisfaction and retention. People Leadership & Development:

● Develop strategic solutions to enhance owner satisfaction and retention.

● Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers, ensuring they excel in their roles.

● Lead regular team meetings, one-on-one performance reviews, and training sessions to drive individual and team success.

● Establish clear performance expectations, monitor progress, and support career development opportunities within the department.

● Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction and operational excellence. Process Improvement & Operational Excellence:

● Partner with the Owner Experience & Training Manager to develop and implement efficient workflows and standard operating procedures.

● Identify opportunities to optimize department processes to increase efficiency and effectiveness.

● Leverage data insights to inform decision-making and recommend improvements in service delivery.

● Ensure timely and accurate completion of client-related tasks within project management tools. Cross-Department Collaboration:

● Ensure timely and accurate completion of client-related tasks within project management tools.

● Work closely with internal departments such as Onboarding, Compliance, Finance, Sales, Design, Listings & Distributions, Revenue and Operations to streamline owner interactions and improve service quality.

● Assist in the successful onboarding of new properties by ensuring alignment between owner expectations and operational capabilities.

● Represent the Owner Experience team in company-wide initiatives, contributing insights and recommendations for continuous improvement. Other Responsibilities:

● Stay up-to-date with company policies, industry regulations, and market trends to provide informed guidance to homeowners and the team.

● Maintain compliance with clients procedures and regulatory requirements.

● Perform additional duties as assigned by leadership.

OH&S:

● Actively participate and contribute with the improvement of company procedures and processes.

● Follow all procedures and guidelines and applicable law and regulations.

● Promote a professional and cooperative working environment, based on mutual respect and trust.

● Promote safe behaviour in the workplace.

Qualifications:

● Bachelor’s degree in Business Administration, Hospitality, Marketing, Communications, or a related field.

● 5+ years of experience in client relationship management, account management, or a similar role.

● Proven track record of managing high-value clients and delivering exceptional service.

● Strong leadership experience with a demonstrated ability to develop and mentor teams.

● Excellent communication, negotiation, and interpersonal skills.

● Ability to analyze financial reports and provide actionable insights.

● Proficiency in project management tools and CRM software.

● Highly organized, detail-oriented, and able to manage multiple priorities effectively.

Soft Skills:

● Demonstrated proficiency in verbal and written communication in English, Spanish or Mandarin Chinese, enabling effective communication with property owners, company stakeholders, and team members.

● Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.

● Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency.

● Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments.

● This role typically requires 40 hours on duty and 10 hours on call a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure.

● Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirect

approaches.

Hours: 8:00am-5:00pm EST ( 3:00pm- 12:00am SA)