Resident Support Lead - 1385

Overview Fetch is a fast-growing, venture-backed company transforming the way multifamily communities manage essential amenities. Founded to solve the challenges of package delivery, Fetch has expanded its offerings into four core services: Package Delivery, Valet Trash, Fetch Market, and Fetch Storage. From our local facilities, we ensure secure, convenient, direct-to-door delivery for residents while streamlining operations for property teams. Our valet trash service provides simple, community-wide waste solutions. Fetch Market offers direct-to-door delivery of everyday essentials, giving residents unparalleled convenience. Fetch Storage extends our mission by offering secure, flexible storage options tailored to multifamily living. Operating in communities across the U.S., we are tackling complex logistical challenges every day, from last-mile delivery to amenity innovation, while creating seamless living experiences for residents and measurable value for property managers and owners. With substantial growth ahead, Fetch continues to shape the future of multifamily living by combining technology, logistics, and hospitality into one cohesive platform. The Resident Support Team Lead serves as an operational anchor, bridging frontline support agents and department leadership. This role balances direct, hands-on customer engagement (working queues and managing complex escalations) with day-to-day floor oversight, queue governance, peer coaching, and cross-functional operational support. Job Responsibilities: Direct Resident Support & Escalation Management • Work Inbound Queues: Actively handle inbound customer inquiries across primary support channels (chat, email, phone, ticketing) during high-volume periods, coverage gaps, or designated operational shifts to maintain deep subject matter expertise. • Executive & Advanced Escalations: Act as the primary escalation point for complex, sensitive, high-priority, or leadership-level customer complaints, resolving issues with empathy, speed, and authority. • Root-Cause Investigation: Conduct end-to-end reviews of account histories, transaction logs, package metadata, or system errors to diagnose underlying causes (e.g., address/unit registration mismatches, delivery failures, software glitches) and prevent recurring issues. Queue Oversight & SLA Governance • Real-Time Queue Monitoring: Continuously monitor incoming conversation queues across Tier 1, Tier 2, and specialized queues to maintain balanced agent workloads and optimal response times. • Routing & Re-prioritization: Verify accurate inquiry categorization and dynamically reassign or reprioritize active tickets during volume spikes to prevent Service Level Agreement (SLA) breaches. • Lifecycle & SLA Audits: Conduct periodic audits on open, pending, and escalated conversations to enforce resolution standards and maintain consistent customer updates within designated timeframes (e.g., 20-minute SLA targets or 24-hour update standards). Floor Oversight, Coaching & Agent Development • Real-Time Floor Support: Maintain active visibility across internal team channels (e.g., Slack, Google Spaces) to answer real-time agent questions, provide technical guidance, and unblock workflow friction. • Quality Audits & Coaching: Perform regular interaction audits on representative conversation samples. Facilitate 1:1 coaching sessions, side-by-side shadowing, and open office hours to enforce SOP adherence, refine communication tone, and eliminate process shortcuts. • Promoting Self-Reliance: Model and encourage proper tool and knowledge base usage (such as SOP search techniques) to foster agent independence. Operations, Process & Cross-Departmental Support • Process Communication: Draft and broadcast clear team-wide announcements regarding standard operating procedures, vendor guidelines, and system updates. • Cross-Departmental Collaboration: Partner with cross-functional teams (e.g., Regional/Field Operations, Engineering, Product) to investigate operational incidents (e.g., warehouse issues, account checks) and refine frontline workflows. • Task & Workflow Oversight: Manage secondary administrative queues, specialized order tasking, facility notifications, and vendor alerts to ensure complete operational execution. Performance Analytics, Team Cadence & Performance Escalations • Team Meetings & Documentation: Plan and lead recurring team syncs with structured agendas. Utilize documentation and AI note-taking tools to log action items, track decisions, and share session notes and recordings with CX Management. • Metric Compilation & Trend Analysis: Review weekly operational data—including First Response Time (FRT), SLA Compliance %, Inbound Volume, and Average Handle Time (AHT per interaction and lifecycle)—and be prepared to discuss in team syncs and with Managers, highlighting performance trends and suggesting operational tweaks. • Documenting Performance Patterns: Track recurring agent deficiencies (e.g., chronic attendance issues, quality drop-offs, policy non-compliance). Escalate documented patterns to CX Management and HR to assist leadership in constructing formal performance management plans. Outage Handling & Knowledge Base Maintenance • Incident & Outage Triaging: Serve as the initial operational point of contact during system outages or technical bugs. Partner with our internal Tech Support contact or the Engineering/Product teams to identify issues, communicate updates to the team, and create standardized macro templates for frontline agents. • SOP & Knowledge Base Updates: Regularly review operational procedures and knowledge base articles. Draft updates or flag outdated documentation for management review and approval prior to team rollout. Professional Development (Supervisor-in-Training) • Leadership Shadowing: May shadow CX Supervisors or Managers during strategic planning sessions, operational reviews, capacity planning, and performance calibrations to gain exposure to higher-level management practices. • Project & Strategic Contributions: Participate in special operations initiatives (e.g., platform migrations, tool rollouts, and pilot program testing), representing frontline needs and gathering operational feedback. Originally posted on Himalayas