Customer Support Supervisor

Customer Support Supervisor

Enumerate is hiring a Customer Support Supervisor. This role will support the company's customer support activities by directing and overseeing team members, training customer support representatives, resolving escalated customer questions or complaints, and developing programs and procedures to enhance productivity and performance. An ideal candidate will deliver outstanding customer support and train others to do so as well. This position balances direct customer support with team coordination and oversight.

Key Responsibilities

• Track and Report Performance: Measure support team performance against objectives and goals, including quality, first response times, and customer satisfaction. Generate and analyze performance reports.
• Effective Communication: Communicate clearly and effectively with employees and customers via phone and email.
• Follow and Relay Instructions: Proficiently follow instructions and relay them accurately to team members.
• Promote Teamwork and Development: Foster teamwork and professional development through consistent interaction, effective coaching, and creating an engaging team environment.
• Develop Solutions: Use personal judgment and initiative to develop constructive solutions to challenges and obstacles.
• Ensure Quality Service Delivery: Communicate with customers, partners, and other departments to ensure the delivery of high-quality service and maintain customer satisfaction.

Skills, Knowledge & Expertise

• 5+ years as a customer support leader
• Experience with Zendesk or other CRM
• Experience with Microsoft Excel and Word
• Strong collaborative and teamwork skills
• Excellent time management and organizational skills
• Excellent team coaching and mentorship
• Proven time management skills.

Job Benefits

TBD

About Enumerate

Enumerate is a best-in-class provider of property management software and payments solutions for community associations. We make it easier to run associations by digitizing and optimizing their accounting processes, operational workflows, AR & AP payments, and resident engagement, ultimately reducing administrative tasks by over 75%. With tens of thousands of communities and millions of homes managed, Enumerate is a leader in supporting communities across America.

Enumerate was born from industry veterans joining together to operate under the most comprehensive end-to-end offering in the community association management market. As the only player offering a combination of SaaS, services, and payments products, we are creating a modern, digitally native experience for both homeowners and property managers and are uniquely positioned for continued growth in a category that is already growing 25-30% YoY.

Our Hiring Process

Stage 1: Panel Interview