Customer Service Manager

Pure Property Management is seeking a Customer Service Manager to lead our support team and drive customer satisfaction across our property management services. In this remote role, you'll oversee day-to-day customer interactions, manage a team of support specialists, and work directly with property owners and tenants to resolve issues and improve their experience. You'll report to leadership and have the opportunity to shape how we communicate with clients while building a team culture focused on results and accountability.

• Supervise and coach a team of customer service representatives, providing feedback, training, and performance management
• Monitor customer service metrics including response times, resolution rates, and satisfaction scores to identify improvement opportunities
• Handle escalated customer issues that require managerial attention, working toward fair and timely resolutions
• Develop and implement processes that improve how our team handles inquiries, complaints, and requests
• Schedule team members, manage workload distribution, and ensure coverage during business hours
• Collaborate with other departments (property management, accounting, operations) to address customer concerns that span multiple areas
• Track team productivity and prepare reports on customer service performance for leadership
• Identify training needs within the team and coordinate development programs
• Respond to customer feedback and suggest operational changes based on common issues or requests
• Maintain detailed records of customer interactions and resolutions in our management system

• 3+ years of customer service experience, with at least 1 year in a supervisory or team lead role
• Demonstrated ability to manage and motivate a team toward performance goals
• Strong written and verbal communication skills
• Proficiency with customer service software and CRM systems
• Ability to stay organized and prioritize multiple tasks in a remote work environment
• Problem-solving skills and patience when handling difficult customer situations
• High school diploma or equivalent (bachelor's degree preferred)
• Reliable internet connection and a quiet workspace suitable for remote work

• Experience in property management, real estate, or a related field
• Familiarity with property management software platforms
• Experience managing remote teams
• Knowledge of fair housing regulations and tenant-landlord laws

• Fully remote position with flexibility to work from anywhere
• Health insurance (medical, dental, vision)
• 401(k) retirement plan
• Paid time off including vacation, sick days, and holidays
• Professional development opportunities and training budget
• Collaborative team environment in a growing company