Senior Customer Support Manager

The Senior Customer Support Manager is a key leadership role within the Owner Experience team, responsible for managing highprofile homeowner accounts while overseeing and developing a team of 10 professionals. This role focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency, and fostering a culture of continuous improvement and professional growth within the team. The Senior Customer Support Manager works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners.

Key Responsibilities:

Owner Account Management:

● Serve as the primary point of contact for highprofile homeowners, ensuring their needs are met with the highest level of service and responsiveness.

● Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates.

● Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively.

● Analyze financial reports and provide insights to homeowners regarding their propertys performance, identifying areas for optimization.

● Develop strategic solutions to enhance owner satisfaction and retention. People Leadership & Development:

● Develop strategic solutions to enhance owner satisfaction and retention.

● Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers, ensuring they excel in their roles.

● Lead regular team meetings, oneonone performance reviews, and training sessions to drive individual and team success.

● Establish clear performance expectations, monitor progress, and support career development opportunities within the department.

● Foster a collaborative and solutionsoriented team culture that prioritizes owner satisfaction and operational excellence. Process Improvement & Operational Excellence:

● Partner with the Owner Experience & Training Manager to develop and implement efficient workflows and standard operating procedures.

● Identify opportunities to optimize department processes to increase efficiency and effectiveness.

● Leverage data insights to inform decisionmaking and recommend improvements in service delivery.

● Ensure timely and accurate completion of clientrelated tasks within project management tools. CrossDepartment Collaboration:

● Ensure timely and accurate completion of clientrelated tasks within project management tools.

● Work closely with internal departments such as Onboarding, Compliance, Finance, Sales, Design, Listings & Distributions, Revenue and Operations to streamline owner interactions and improve service quality.

● Assist in the successful onboarding of new properties by ensuring alignment between owner expectations and operational capabilities.

● Represent the Owner Experience team in companywide initiatives, contributing insights and recommendations for continuous improvement. Other Responsibilities:

● Stay uptodate with company policies, industry regulations, and market trends to provide informed guidance to homeowners and the team.

● Maintain compliance with clients procedures and regulatory requirements.

● Perform additional duties as assigned by leadership.

OH&S:

● Actively participate and contribute with the improvement of company procedures and processes.

● Follow all procedures and guidelines and applicable law and regulations.

● Promote a professional and cooperative working environment, based on mutual respect and trust.

● Promote safe behaviour in the workplace.