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 :
• 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 :
• 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 :

OH&S :

Qualifications :

Soft Skills :

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

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