Support supervisor

Enumerate is looking for a Support Supervisor to join our team!

As part of our commitment to providing the best community association management software, Enumerate places a strong emphasis on exceptional customer support.

In this role, you will be leading and guiding our customer support team to ensure we deliver outstanding service to our clients.

You’ll be responsible for overseeing a team of 7 support representatives - providing training, resolving escalated customer inquiries, and developing procedures to enhance productivity and performance.

You will also work closely with other departments, including sales, to drive customer satisfaction and contribute to the company's goals.

This role is remote, based around the EST / CST time zones. Targeted compensation is $50-60k, depending on experience.

You should have

• 2 years of customer support experience, with at least 2 years of experience coaching peers or subordinates.
• Experience with Zendesk or other Support Ticketing System
• 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
• Willingness to make magic happen!
• Peach Tree Approach to Leadership
• Able to work in the US without sponsorship

Culture

Why Enumerate

Our team is changing the face of the HOA Property Technology space as a trusted industry leader for over 30 years. Today, our products enable over 1,500 of the highest-caliber property management companies in the world to grow and protect their organizations.

We are a five-time winner of FLCAJ’s Readers Choice Awards for our solutions and support.

Our approach to work is proactive, collaborative, and committed and our team of 140 are truly passionate about creating a best-run company internally just as we create best-run Property Management Companies for our customers.

Learn about our Core Values here.

We offer a full slate of benefits, including competitive salaries, medical (including a $0 option for employees), dental, vision, life and disability coverage, paid vacation, paid holidays, tuition reimbursement, $1,000 employee referral program and a 401(k) plan.

When possible, we also like to offer fun in-person perks like pet-friendly offices, paid food trucks and company outings.

We have offices in Clearwater, FL (near Tampa), Fort Lauderdale, FL, Knoxville TN, and Mission Viejo, CA (an hour outside LA), plus a few fully remote team members across the US.

We are an equal opportunity employer. We value each team member for their skills, experience and unique perspectives. This is a principle embodied in the way we do business, our policies, and is visible in our results.

Come join us and find out what the best work of your career could look like here at Enumerate.

Responsibilities

What you’ll do

Track and Report Performance : Measure support team performance against objectives and goals, including quality, first response times, and customer satisfaction.

• Drive Effective Communication : Lead by example in clear and effective communication with employees and customers. Strong experience in coaching team members on communication skills is essential.
• Coaching & Performance Management : Ensure the team follows SOPs, support processes, and best practices, with a focus on call and ticket coaching.
• Promote a High-Performance Culture : You drive excellence, motivate your team, and uphold high standards in every aspect of performance.
• Proactive Problem Solver : Solutions focused collaborator to work alongside leadership to analyze data and mitigate operational challenges.
• Accountability & Ownership : You can hold agents accountable and foster a sense of ownership in their roles.

Requirements

Two years of customer support experience

Two years of experience coaching peers or subordinates

Authorized to work in the US without sponsorship

Requisition #cm0bcrcsu05s30pnqw95eanw5

Last updated : 2024-08-26

Salary : $50,000 - $60,000