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.

Qualifications

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)
• Co