Customer Support Manager

Compensation: $23-$27

The Customer Support Manager is responsible for leading the leasing and customer support operations of the community while delivering an exceptional resident experience. This role oversees daily team performance, drives revenue and occupancy goals, and ensures best-in-class customer service throughout the entire resident lifecycle—from initial inquiry through renewal. The Customer Support Manager also develops and coaches team members, manages escalated issues, and partners with leadership to implement strategies that enhance both operational efficiency and customer satisfaction.

Primary Responsibilities:

• Leads, coaches, and develops the customer support/leasing team to consistently meet and exceed performance goals
• Oversees daily operations of the leasing and customer support function, ensuring efficient workflows and high-quality service delivery
• Monitors team performance including leasing conversion, response times, customer satisfaction, and occupancy goals
• Partners with Community Manager to set team goals and strategies to drive revenue and resident satisfaction
• Handles escalated customer concerns and resolves complex issues with professionalism and urgency
• Ensures team adherence to company policies, Fair Housing laws, and operational standards
• Collaborates with marketing and operations teams to refine outreach strategies and improve lead generation and conversion
• Assists training new team members to ensure consistency and culture alignment
• Continuously identifies opportunities to improve processes, systems, and the overall customer experience

QUALIFICATIONS:

• Polished Presentation
• Proven Sales Skills
• Problem Solving and Conflict Resolution Skills
• Ability to multi-task
• Strong Verbal and Written Communication Skills
• Team Player
• Intermediate Computer Skills / Internet Savvy

CORE COMPETENCIES:

In order to achieve success, the PTLA team must embrace certain core principles and values. Each team member should possess the first column (bolded). The additional competencies are position specific:

• Achievement Focus
• Adaptability
• Business Ethics
• Customer Service
• Communications
• Consultative Selling
• Sales Skills

EDUCATION AND/OR TRAINING:

• High school diploma, GED or equivalent

Job Type: Full time

Ability to Commute:

• Bellingham, WA 98229 (Required)

Ability to Relocate:

• Bellingham, WA 98229: Relocate before starting work (Preferred)

Work Location: In person

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• 401(k)

License/Certification:

• Driver's License (Required)