Who We Are Founded in 2017, SmartRent, Inc. (NYSE: SMRT) is the leading provider of smart home and property operations solutions for the rental housing industry. We're doing big things in the proptech world! SmartRent has been recognized as a winner of HousingWire's Tech100 Real Estate awards in 2021, 2022, and 2023 for the most innovative tech company serving the mortgage and real estate industries; named on Deloitte's 2023 Technology Fast 500™ list of fastest-growing companies —and we're just getting started. Job Description The Supervisor, Customer Service is responsible for managing the daily call center operations of our growing customer service team, ensuring exceptional service delivery and team performance. This role involves direct supervision of customer service agents and fostering a positive work environment for team members. As a Supervisor, you will play a key role in training, mentoring, and supporting team members to deliver top-notch support to our valued customers, while also implementing departmental policies and procedures to enhance customer satisfaction. Responsibilities Lead and manage a dynamic support team, fostering a positive and collaborative work environment. Provide guidance, coaching, and mentorship to team members for continuous professional development. Conduct regular one-on-one meetings with agents to discuss performance, set goals, and address any individual concerns. Handle disciplinary actions when necessary and ensure adherence to company policies. Monitor and manage daily support operations, ensuring efficiency and effectiveness. Collaborate with cross-functional teams to address escalated issues and improve overall customer satisfaction. Handle escalated customer issues that require immediate attention, ensuring timely resolution. Manage the workflow of agents, including creating team schedules and delegating tasks to balance workload effectively. Conduct regular performance evaluations, providing constructive feedback and coaching to team members for continuous improvement. Recognize high performance within the team while addressing areas needing improvements. Create and manage team schedules, ensuring adequate coverage to meet service level agreements. Assist with payroll processing, PTO (Paid Time Off), and Sick Time request management. Assist with interviewing and hiring of new Customer Service representatives. Perform other duties as requested. Required Qualifications High School diploma or GED and five (5) years of experience involving customer support in shared-services or call center environments, including supervisory or lead experience OR Associates in Business, Communication or applicable field and three (3) years of related experience in shared-services or call center environments, including supervisory or lead experience. Strong leadership and interpersonal skills with the ability to motivate and inspire a team. Excellent communication skills, both verbal and written. Analytical mindset with the ability to use data to drive decision-making. Proficient with ticket systems and relevant customer service programs and tools (Intercom preferred). Preferred Qualifications Knowledge of Enterprise SaaS solutions. Knowledge of Smart home devices and how to troubleshoot them. Bilingual (Spanish) is a big plus, but not required. Job-related certifications are plus, but not required. NOTE: Must be willing to work in our Scottsdale, AZ headquarters. We have a hybrid work environment and expect our team members to be in-office 3 days a week. Office hours can be between 6:00am - 6:00pm MST. #LI-Hybrid #LI-AV1 For our US employees, we offer 100% employer-paid medical coverage, flexible PTO (because we know how important work-life balance is), and competitive 401k and employee stock purchase plans to invest in your future. You'll fit right in if you: Do the hard work and go out of your way to deliver excellence Own outcomes and learn from your mistakes Are a collaborative and supportive team player; win or lose you lift others up Value authenticity, other's perspectives, and diversity in the workplace Have a passion for smart tech and the real estate industry Privacy Policy
Salary: $55.2K - $69.9K a year
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