Who We Are
Founded in 2017, SmartRent, Inc. (NYSE: SMRT) is the leading provider of smart home and property operations solutions for the rental housing industry.
We’re doing big things in the proptech world! SmartRent has been recognized as a winner of HousingWire’s Tech100 Real Estate awards in 2021, 2022, and 2023 for the most innovative tech company serving the mortgage and real estate industries; named on Deloitte’s 2023 Technology Fast 500™ list of fastest-growing companies; and our CEO, Lucas Haldeman, was recognized as an EY Entrepreneur Of The Year® 2023 —and we’re just getting started.
Job Description
We are seeking an experienced and motivated Support Team Supervisor to lead and inspire our customer support team. The ideal candidate will be responsible for overseeing day-to-day operations, ensuring exceptional customer service, and driving team performance to align with the targets set forth by the Support Manager. As a Lead, you will play a key role in identifying training opportunities and escalating them to the Manager. You may be expected to mentor team members to deliver top-notch support to our valued customers.
Responsibilities
- Lead and mentor a dynamic support team, fostering a positive and collaborative work environment.
- Provide guidance, coaching, and mentorship to team members for continuous professional development.
- Work with the Support Manager to establish targets and goals for their respective teams that align with the department metrics and defined service level agreements (SLAs).
- Conduct periodic 1-on-1 meetings with agents to discuss performance, goals, and address individual concerns.
- Handle disciplinary actions when necessary and ensure adherence to company policies.
- Monitor and manage daily support operations, ensuring efficiency and effectiveness.
- Collaborate with cross-functional teams when necessary to address escalated issues and improve overall customer satisfaction.
- Manage the workflow of agents, create team schedules across multiple shifts, and delegate tasks to ensure workload balance.
- Help Support Manager, as necessary, in conducting regular performance evaluations and providing constructive feedback to team members.
- Assist with PTO (Paid Time Off), and Sick Time request management.
- Assist with interviewing and hiring of new Client Support Representatives
Required Qualifications
- Proven experience in a supervisory or team lead role within a customer support environment.
- Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written.
- Analytical mindset with the ability to use data to drive decision-making.
- Proficient in customer support software and tools.
#LI-Onsite
For our US employees, we offer 100% employer-paid medical coverage, flexible PTO (because we know how important work-life balance is), and competitive 401k and employee stock purchase plans to invest in your future. You’ll fit right in if you:
- Do the hard work and go out of your way to deliver excellence
- Own outcomes and learn from your mistakes
- Are a collaborative and supportive team player; win or lose you lift others up
- Value authenticity, other’s perspectives, and diversity in the workplace
- Have a passion for smart tech and the real estate industry