Resident Support Lead
F
FetchMultifamily Amenities
Remote / TexasFull-TimeLead
Salary23 - 26 USD per hour
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Job Details
- Required Skills
- Data AnalysisGoogle WorkspaceSlackCustomer support
Requirements
- Experience in a customer support or service desk role.
- Proven ability to manage complex escalations and customer conflicts with empathy.
- Experience with real-time queue management and SLA governance.
- Demonstrated capability in coaching, training, or providing floor support to team members.
- Strong analytical skills for root-cause investigation and trend analysis of operational data.
- Proficiency in ticketing software and internal communication tools like Slack.
- Experience drafting and communicating clear operational procedures or announcements.
- Ability to work effectively in a remote team environment.
- Familiarity with documenting performance patterns and collaborating with management.
Responsibilities
- Handle inbound customer inquiries across chat, email, phone, and ticketing systems during high-volume periods.
- Serve as the primary escalation point for complex or high-priority customer complaints.
- Monitor conversation queues in real-time to ensure SLA compliance and balanced agent workloads.
- Perform interaction audits and provide 1:1 coaching to refine agent performance and tone.
- Collaborate with Engineering and Product teams to investigate operational incidents and refine workflows.
- Analyze operational metrics such as FRT, SLA compliance, and AHT to suggest performance improvements.
- Maintain and update team knowledge base articles and standard operating procedures (SOPs).
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