Service Supervisor

Our Client provides an intuitive SaaS platform (known as HOA Start) designed to streamline the management of homeowners associations. Their goal is to empower communities by simplifying communication, payments, and administrative tasks through technology.

We are seeking a detail-oriented and customer-centric individual to join our team as the Service Supervisor.

As a Service Supervisor, youll lead and support our team of Onboarding and Support Specialists. Your role is all about helping the team thrive and making sure our customers have the best experience possible.

• Offer day-to-day guidance, coaching, and constructive feedback.
• Oversee daily operations manage support tickets, set priorities, and make sure we have the right team coverage, especially during busy periods.
• Track support metrics like response times and customer satisfaction. Help the team consistently meet (or exceed) those goals.
• Handle complex or escalated customer issues with empathy, professionalism, and a focus on solutions. Ensure that the team has a good understanding regarding the issue and how to resolve on their own going forward.
• Partner with Product, Success, and Sales teams to share customer feedback, report bugs, and contribute to a better overall experience.
• Help refine our internal workflows, support guides, and team documentation to keep things efficient and up-to-date.
• Onboard and train new team members, helping them feel confident, capable, and set up for success.
• Identify patterns in customer questions or concerns and share insights that can shape product improvements or new features.
• Ensure enhancements and bugs are accurately and fully documented in Jiraso nothing falls through the cracks.

This position is primarily back-office, focusing on written communication via email and the ticketing system to assist clients without phone or video interaction. The ideal candidate will have experience working in a SaaS environment and be comfortable managing multiple client onboarding projects and support cases simultaneously. This position will require you to collaborate with internal teams and supervise Onboarding-Support Specialists.

To better understand your role as Service Supervisor, below is an overview of the Onboarding-Support Specialist position.

In this role, the individual will first guide clients through the onboarding process by troubleshooting issues and ensuring that they have a seamless experience using our software. Then, after their site goes live, the individual will provide ongoing support.

This position is primarily back-office, focusing on written communication via email and the ticketing system to assist clients without phone or video interaction. The ideal candidate will have experience working in a SaaS environment and be comfortable managing multiple client onboarding projects and support cases simultaneously. This position will require you to collaborate with internal teams.

• Product Mastery:
• Quickly and thoroughly learn the ins and outs of our SaaS product, understanding all features and functionalities to provide expert-level support.
• Customer Onboarding:
• Assist new clients in navigating the onboarding process, guiding them through our defined steps to ensure a smooth and successful transition to our platform. This may include importing member data, site configuration, and customization of the site.
• Proactively reach out to clients to offer help and address any onboarding challenges.
• Communicate with clients via email and ticketing system, ensuring issues are resolved efficiently.
• Ongoing Customer Support:
• Respond to customer inquiries via email, chat, and the ticketing system, ensuring timely and accurate solutions to any issues they may face.
• Resolve technical issues and provide guidance on best practices, troubleshooting, and configuration to enhance the user experience.
• Ensure that issues are resolved efficiently.
• Internal Collaboration:
• Communicate daily with internal teams, including Sales, Product Development and Customer Success, using Slack to ensure alignment on customer needs and feed-back.
• Collaborate with cross-functional teams to relay customer insights and contribute to continuous product improvements.
• Accepts direction well from leadership with professionalism and a willingness to grow.
• Contribute by actively testing new features and engaging in training as new features are introduced into our software.
• Documentation and Reporting:
• Maintain accurate and up-to-date records of the onboarding progress, client communications, and support tickets using CRM and helpdesk tools.
• Document customer interactions, technical issues, and resolutions to maintain detailed records and improve knowledge-sharing within the team.
• Communication:
• • Demonstrate exceptional communication skills, both written and spoken, in English (must be 10/10), ensuring clear, professional, and customer-friendly correspondence.

• Education:
• Bachelors degree in a related field (e.g., Information Technology, Business, Communications) is preferred but is not required if the candidate has strong relevant experience.
• Technical Proficiency:
• Seeking a highly technical individual with the ability to quickly learn and master new software systems. The ideal candidate is tech-savvy, analytical, and able to rapidly adapt to evolving software tools.
• Familiarity with SaaS products or software solutions is highly desirable.
• Ability to quickly learn new software tools and systems.
• Experience:
• Supervisor experience in a SaaS-based environment.
• Experience in SaaS-based customer support, account management or related field.
• Excellent writing communication skills with a focus on clarity, professionalism, and customer empathy.
• Experience with customer onboarding or client training is an advantage.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Communication Skills:
• Fluency in English, with exceptional written and verbal communication skills (10/10 proficiency is required).
• Comfortable with interactions via email, chat, and (internal) video conferencing.
• Collaboration and Teamwork:
• Ability to work collaboratively with internal teams, using tools like Slack, Zoom, MicroSoft Teams, etc., for daily communication.
• Possess exceptional problem-solving and critical thinking skills, with the ability to work independently while maintaining close collaboration with the team.
• Hard Skills:
• Proficient in CRM and helpdesk platforms such as HubSpot, JIRA, and SendGrid.
• General knowledge use of Slack, Zoom and MicroSoft Teams.
• Familiarity with collaboration and documentation tools like Confluence.
• Experience with HOA or community management software a plus, but not required.
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk) is a plus.
• Ability to quickly learn new software and translate technical concepts into accessible language.
• Soft Skills:
• High level of empathy, patience, and the ability to handle difficult customer situations with grace and professionalism.
• Strong time management and organizational skills, with the ability to manage multiple customer interactions and tasks simultaneously.
• Detailed-oriented with a commitment to follow-through and deliver a quality customer experience.
• Comfortable providing support exclusively through email and tickets.