Onboard - Community Support Lead

About Onboard

When you join Onboard, you're joining a team that's transforming how essential connectivity services are delivered, managed, and supported across the real estate industry. As part of the Conservice family—the nation's leading utility management provider—we're backed by the strength, resources, and stability of an industry leader. That means more opportunities, more support, and a future you can build right here at home with the Onboard team you know and trust.Beyond your core responsibilities, you'll play a critical role in helping our clients and partners fully realize the value of Onboard's solutions. Whether you're working behind the scenes or on the front lines, your contributions will help streamline operations, drive performance, and deliver a better experience for the residents and teams we support. Collaboration, innovation, and a commitment to service are key to success in every role at Onboard.

Department Overview

The Support & Ops Department provides customer service for residents and property management teams, while delivering operational support for Onboard's integrated platform. The department handles customer inquiries, resolves service issues, manages data operations, and ensures quality control across all support interactions. With teams operating 365 days a year, the department serves as the primary customer service interface between Onboard's technology platform and its end users. The department hires for both US-based and Philippines-based positions across all teams.

Position Overview

The Community Support Team Lead is a key leadership position directly supervising a team of approximately 4-5 Community Support Specialists. Team Leads handle escalated property manager situations, review specialist interactions, participate in calibration sessions to establish quality standards, and are primarily responsible for coaching and managing their team's learning and development. The position is split equally between hands-on customer support work as an individual contributor (50%) and team management responsibilities (50%), requiring both leadership skills and deep understanding of property management relationships.

This position is part of the Community Support Team within the Support Group and reports to the Support Manager.

Requirements:

Core Objectives

- Lead team's learning and development through coaching, training, and performance management

- Participate in bi-weekly calibration sessions and collaborate with other teams to establish and improve service standards

- Maintain and strengthen relationships with key property management partners through escalation handling

Day-to-Day Responsibilities

Primary Responsibilities

- Handle escalated property manager interactions and complex property-level issues, including resolving billing disputes, coordinating major service issues, and managing sensitive resident escalations as individual contributor work

- Directly supervise assigned direct report specialists including coaching, development, and real-time assistance

- Review specialist interactions and participate in bi-weekly calibration sessions to set quality standards

- Monitor team performance metrics and provide feedback through regular 1-on-1s

Additional Responsibilities

- Maintain ongoing one-on-ones with specialists on your team

- Assist Managers with special projects and process improvement initiatives

- Collaborate with other teams to establish standards and incrementally improve practices

- Maintain team schedules and ensure adequate coverage requirements

- Lead team training initiatives focused on property management best practices

Schedule & Availability

Operating Hours

- 8AM to 8PM Mountain Time

- Monday through Saturday

- Closed Sundays and follows Onboard corporate calendar

Schedule Flexibility

- Full-time positions available

- Work-from-home position with optional hybrid arrangement for those local to Salt Lake City

- Must be available for team support during scheduled shift

Compensation & Benefits

Benefits Package

- Work-from-home environment

- Company-provided equipment (laptop, headset)

- Company-sponsored health benefits

- Paid time off and holiday pay

- Employee recognition programs

Required Qualifications

Education & Experience

- High school diploma or equivalent required

- Minimum 3+ years customer service experience, with at least 1 year working with property management professionals or in the property management space

- Minimum 1 year experience with Onboard Support or in a directly comparable role at another organization

- Previous team leadership or supervisory experience preferred

- Experience in a service-oriented or shared-services operations team, working with stakeholders across business units

- Experience working in a service-oriented operations team where issues are investigated and resolved according to customer-defined SLAs

Language Requirements

- Professional written and verbal English communication skills

- Professional written and verbal Spanish communication skills (for Spanish-speaking roles)

- Clear pronunciation and strong listening comprehension

- Ability to explain service features and policies in simple terms

Technical Requirements

- Reliable high-speed internet connection (minimum 25 Mbps download and 10 Mbps upload)

- Quiet, dedicated workspace

- Proficiency with customer service platforms and ticketing systems

- Ability to navigate multiple systems while assisting property managers and team members

Preferred Qualifications

- Past customer service, call center, operations or similar experience

- Past experience in early stage startups, high-growth teams, or newly formed business units within larger organizations

- Experience in performance coaching and development

- Knowledge of property management industry

- Experience with common Property Management Systems such as Buildium, AppFolio, Rent Manager, Yardi, or other similar systems

- Experience managing remote or distributed teams

- Established relationships with property management professionals

Geographic Requirements

United States Positions

- Must be physically located in the United States

- Must be legally authorized to work in the United States

- Must work within Mountain Time zone hours

Philippines Positions

- Must be physically located in the Philippines

- Must be legally authorized to work in the Philippines

- Must work within US Mountain Time zone hours (night shift)