Customer Service Team Lead

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

This Team Lead/Level II role offers the opportunity to lead a high-performing team and drive excellence in customer service, contributing to the organization’s continued success in the community management industry. The Team Lead/Level II will oversee and support a team of contact center specialists in a multi-channel, multi-functional environment, ensuring the delivery of exceptional customer care for a SaaS applications. This onsite role is responsible for guiding the team in serving key stakeholders within the Community Management industry, including HOA boards, directors, homeowners, and B2B partners. The Team Lead/Level II will ensure that service excellence is maintained, with a focus on achieving and exceeding 5-star Google reviews, Net Promoter Scores (NPS), Customer Satisfaction (CSAT), loyalty, and retention goals.

This position plays a critical role in providing Level II technical support, assisting with complex issues, and escalating to higher levels when necessary. The role also involves supporting resale operations and back-office processes like AR/AP, collections, and HOA governance.

Job Duties And Responsibilities

• Leadership and Team Oversight: Lead and mentor a team of Level I contact center specialists, ensuring consistent performance and development. Provide daily coaching, feedback, and support to achieve operational excellence.
• Technical Support: Serve as the primary escalation point for complex customer issues, providing advanced troubleshooting and resolutions for SaaS application-related problems.
• Customer Experience Excellence: Drive the team to achieve and exceed customer satisfaction and loyalty metrics, including 5-star Google reviews, NPS, and CSAT scores. Ensure a customer-first approach in every interaction.
• Team Performance Management: Monitor key performance indicators (KPIs) and team metrics, such as response time, resolution time, and quality scores, providing feedback and action plans to improve overall performance.
• Process Improvement: Identify opportunities for process enhancements and collaborate with leadership to implement changes that improve efficiency and customer outcomes.
• Cross-Functional Collaboration: Work closely with other departments, such as technical support, billing, AR/AP, collections, and HOA governance, to ensure seamless customer service delivery.
• Training and Development: Facilitate ongoing training for the team on new software features, service standards, and best practices. Provide Level II support training to ensure team readiness.
• Escalation Management: Ensure timely and accurate handling of escalated customer inquiries, collaborating with other departments to resolve issues quickly and efficiently. 100% of customers follow up and call back.
• Customer-Centric Culture: Promote a culture of customer excellence within the team by focusing on delivering superior service that aligns with company standards of customer loyalty and retention.
• Reporting: Generate and analyze performance reports, presenting key insights to management for operational improvements and strategy planning. Must apply common sense understanding on all job-related tasks and interactions
• Serve as a subject matter expert on all TownSq brand offerings
• Other duties as assigned.
  
  

Shift Hours required: as required by business needs

Requirements

• Advanced Technical Expertise: Strong understanding of SaaS applications, particularly in community management, including HOA governance, property management, and B2B resale components.
• Leadership Skills: Proven ability to lead and mentor teams in a contact center environment, driving performance through motivation, coaching, and support.
• Problem-Solving Abilities: Ability to resolve complex technical issues efficiently, offering practical solutions while managing customer expectations.
• Customer Service Excellence: Demonstrated commitment to high-quality service delivery with a focus on achieving high customer satisfaction and loyalty.
• Multi-Channel Communication: Strong skills in handling inquiries via phone, email, chat, and other digital channels.
• Organizational Skills: Excellent time management, with the ability to handle multiple tasks simultaneously while maintaining attention to detail.
• Data-Driven Mindset: Experience using KPIs and performance metrics to track progress and identify areas for improvement.
• Excellent Communication: Strong verbal and written communication skills to effectively engage with customers, team members, and leadership.
  
  

Education and Experience

• Bachelor’s degree in business administration, customer service, or a related field, or equivalent work experience.
• 3+ years of experience in a contact center environment, with at least 1 year in a leadership or supervisory role.
• Experience in supporting SaaS applications, particularly in the community management or property management sectors.
• Knowledge of AR/AP, collections, and HOA governance is highly desirable.
  
  

Certifications or Licenses

• Certifications in customer service, leadership, or SaaS application support are preferred.
• Certified Community Association Manager (CCAM) and ITIL certifications are a plus.
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.