Customer Support Team Lead

About the role

Property Leads is hiring a Support Team Lead to own the day‑to‑day support function within its Customer Success team. You will lead a team of support agents while also handling customer interactions directly, ensuring fast, accurate resolution of tickets, calls, texts and voicemails.

Key responsibilities

• Serve as the point person for support requests coming through the ticketing platform and incoming calls/texts, delivering fast and helpful answers.
• Review support communications to ensure the team meets high‑quality standards.
• Create simple processes and training materials to improve team efficiency.
• Partner with Customer Success, Technology, Refunds and other teams to resolve issues and enhance internal workflows.
• Track team performance metrics and share results with leadership.
• Help train new support team members.
• Identify automation and workflow opportunities to increase efficiency.

Required profile

• 3+ years in Customer Support, Customer Service or a related B2B customer‑facing role with a proven record of delivering exceptional experiences.
• Experience in the real‑estate industry is preferred.
• Excellent written and verbal English communication skills.
• Ability to stay calm and helpful with upset customers.
• Strong problem‑solving skills and attention to detail.

What we offer

• ~95% individual coverage for Medical, Vision, and Dental.
• 401k with company match.
• Fully remote work arrangement.
• Fast, low‑bureaucracy environment where your work has direct, visible impact.