Onboard - Resident Support Lead

"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 Resident Support Team Lead is a key leadership position directly supervising a team of 4-8 Resident Support Agents (RSAs). Team Leads handle supervisor calls, review agent 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 customer service expertise. This position is part of the Resident Support Team within the Support Group and reports to the Support Manager.

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

- Provide real-time support and guidance for escalated customer situations while managing team operations

Day-to-Day Responsibilities

Primary Responsibilities

- Handle escalated customer interactions and supervisor calls, including assisting residents with common tasks when moving into new apartments and homes such as activating service, ordering equipment, and answering questions about pricing, features, and services offered as individual contributor work

- Directly supervise 4-8 agents including coaching, development, and real- time assistance

- Review agent calls 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 agents on your tea

- 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 and manage learning and development programs

Schedule & Availability

Operating Hours

- 7AM to 10PM Mountain Time

- 7 days per week, 365 days per year

- Must work holidays and weekends as scheduled

Schedule Flexibility

- Full-time positions available across all shifts

- Work-from-home position with optional hybrid arrangement for those local

to Salt Lake City

- Must be available for team support during scheduled shift

Requirements:

Required Qualifications

Education & Experience

- High school diploma or equivalent required

- Minimum 2+ years customer service experience required

- Minimum 6 months 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

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 internet service or telecommunications industry

- Experience managing remote or distributed teams

- 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)