Lead Product Support Specialist

November 5

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technology • property management • software-as-a-service • investment management • community association management

1001 - 5000

💰 Venture Round on 2013-11

Description

• Assist globally sourced frontline employees and supporting teams in resolving Prospect, Agent, or Boss situations/conversations that are escalated in the course of the business day. • Using insights and feedback from day to day work, provide analysts and product teams with enhancement recommendations to improve overall performance and reduce potential third-party risks. • Manages small to medium size projects, partnering cross functionally, to define processes/procedures that improve front line and customer experiences. • Assist in developing readiness plans to roll out product/process/policy updates successfully. • Ability to support ongoing and new hire training as needed in partnership with our globally sourced teams. • Utilize existing dashboards to provide insights to ops leaders for regular monthly up-training enhancements to reduce performance errors. • Monitor quality and service level indicators and KPIs to ensure compliance. • Contribute to action plans to improve agent performance. • Demonstrate a customer focus and willingness to go the extra mile to ensure we do the right things for our business, customers, and teammates.

Requirements

• Willingness to work flexible hours as our services operate 24/7, 365 days a year, including holidays and weekends. • Strong understanding of the product offering (Lisa or Smart Maintenance). • Ability to thrive and adapt in a fast paced environment. • Strong problem solving and de-escalation skills. • A willingness to learn and master our system and policies contributing to the overall team success. • Strong comprehension skills and the ability to communicate clearly, both verbally and in writing. • Ability to positively implement feedback from and deliver feedback to peers and leaders. • Ability to travel domestically and internationally to vendor locations periodically. • 2-3 years of contact center experience. • 1-2 years experience working with globally sourced (BPO) teams is a plus.

Benefits

• Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. • Learn | We partner with you to realize your potential by investing in you from the start. • Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. • Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are.