Manager of Community Support

The Manager of Community Support is responsible for overseeing the daily operations of the Community Support department, including ticket distribution, employee productivity, customer service quality, team training, and employee development. This position requires strong leadership, organizational, and problem-solving skills, along with the ability to manage a busy customer service team. The Manager will monitor department performance, address escalated homeowner concerns, and ensure employees are meeting company expectations. The Manager will work closely with Community Managers, Community Specialists, and other departments to ensure homeowner inquiries are handled accurately, professionally, and in a timely manner.

Responsibilities

• Oversee daily operations of the Community Support department, including Zendesk ticket assignments, phone coverage, and employee workloads.
• Monitor ticket queues to ensure inquiries are assigned correctly, addressed promptly, and followed through to resolution.
• Track individual and department performance, including ticket volume, response times, resolution rates, call statistics, and customer satisfaction.
• Review employee ticket activity, identify productivity concerns, and ensure employees are meeting established performance expectations.
• Manage escalated homeowner concerns and coordinate with Community Managers, Specialists, and other departments when needed.
• Ensure employees follow company procedures for homeowner inquiries, work orders, architectural requests, violations, account management, and other community services.
• Supervise, coach, and develop employees while maintaining expectations for productivity, professionalism, attendance, and customer service.
• Conduct regular team meetings, individual coaching sessions, and employee performance evaluations.
• Address employee performance, attendance, and conduct concerns in coordination with Human Resources.
• Review and approve employee timecards, PTO requests, and department schedules while maintaining appropriate staffing coverage.
• Coordinate new-hire onboarding, training schedules, and completion of required qualification modules.
• Identify areas where employees need additional training and provide ongoing instruction and support.
• Prepare weekly and monthly department performance reports and communicate results and concerns to leadership.
• Review customer feedback, identify recurring problems, and recommend improvements to department procedures and service quality.
• Maintain a positive and professional work environment that promotes accountability, teamwork, and employee development.

Education and Requirements

• Minimum of 5 years of experience in customer service, property management, or related service operations.
• At least 2 years of supervisory or management experience preferred.
• Previous experience leading and developing a customer service team.
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Ability to handle difficult customer situations professionally and effectively.
• Strong critical thinking, problem-solving, and decision-making skills.
• Experience monitoring employee productivity and departmental performance metrics.
• Ability to manage multiple priorities in a fast-paced work environment.
• Experience with customer service ticketing systems or CRM software.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Experience with Zendesk, CINC Systems, or similar platforms preferred.
• HOA or property management experience preferred.
• Ability to maintain confidentiality and handle sensitive employee and customer information appropriately.
• Strong attention to detail and ability to work independently.
• Team-focused mentality with a commitment to providing excellent customer service.

Benefits

• Full insurance package
• Generous PTO offering
• 401(k) matching options
• Team-oriented work environment
• Professional development and growth opportunities
• Family-owned and operated company