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:
Experience supporting property management or residential leasing operations.
Familiarity with CRM or property management software platforms.