We are seeking a dynamic and experienced CSR Team Lead to join the growing team of a US-based Community Association Management company. **Experience in the Community Association Management industry is required.**
This professional will be responsible for overseeing the customer service representatives to ensure they provide excellent support, achieve performance targets, and maintain a high level of satisfaction. This role involves coordinating daily operations, providing training and support, and acting as a point of escalation for complex customer issues. This role also requires effective coordination and management of tasks within the **VANTACA software platform**.
**Responsibilities include**:
Team Leadership:
- Supervise, motivate, and mentor a team of customer service representatives.
- Conduct team meetings to update the team on best practices and expectations.
- Provide constructive feedback and performance reviews to team members.
Customer Support:
- Handle escalated customer inquiries and complaints in a professional manner.
- Ensure all customer interactions are handled with the highest level of service.
- Assist with resolving complex customer issues and provide appropriate solutions.
Training and Development:
- Train new customer service representatives and provide coaching to team members.
- Develop training materials and conduct training sessions to enhance team performance.
Performance Management:
- Monitor team performance metrics and KPIs, ensuring targets are met.
- Prepare and present performance reports to the Customer Service Manager.
- Implement strategies to improve team efficiency and customer satisfaction.
Operational Coordination:




- Ensure adequate staffing levels to meet customer service demands.
- Maintain accurate records of customer interactions and transactions.
- Collaborate with other departments to resolve issues and improve processes.
**Qualifications**:
- Minimum of 3-4 years of experience in **Customer service roles for HOA or Property Management industry** **(US-based companies)**:
- Previous experience in a leadership or supervisory role preferred.
- Experience with **Vantaca software** is highly desirable.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and conflict resolution skills.
- Ability to multitask and manage time effectively.
- Proficient in customer service software, CRM systems, and Microsoft Office Suite.
- Strong leadership and team-building skills.
- High level of patience, empathy, and professionalism.
- Detail-oriented with a focus on delivering quality service.
- Ability to work in a fast-paced environment and handle high-pressure situations.
- Willingness to work for a full time 40 hours a week following US Timezone
**PERKS**:
100% Payroll (Benefits of law)
Superior benefits after 5th month:
- Savings fund of 8%
- 30-day Christmas bonus
- Sick leave
- Major Medical insurance
- Location: Anywhere in Mexico (Fully remote opportunity! - Must count with Intel Core i5 / Ryzen 5 and at least 8 GB RAM memory)
- Able to work 40 hours per week (5 days a week, 8 hour shift + 1 hour lunch, US Eastern time zone)
- _______
Pay: From $21,000.00 per month
**Experience**:
- HOA / Property Management : 2 years (required)
- Customer Service : 3 years (required)
**Language**:
- Advanced English (required) (required)
Work Location: Remote

📌 Customer Service Team Lead for Hoa Management (México)
🏢 Prime Virtual
📍 México