Team Lead, Technical Customer Care

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description :

Step into a dynamic entry level leadership role as the Technical Customer Care Lead at Cotality, where you'll be the Subject Matter Expert (SME) overseeing the technical support for our flagship web-based valuation platform.

This isn't just a troubleshooting role; it's a career-defining trajectory for a hands-on technical leader. You'll lead by example, tackling the most complex Tier 1 and Tier 2 technical escalations for our clients, primarily lenders and appraisal management companies. Crucially, you will coach and mentor a team of Technical Support Agents, elevating their skills in software diagnostics and problem-solving, all while ensuring the team consistently meets our Key Performance Indicators (KPIs).

If you thrive in a fast-paced environment, know how to provide outstanding technical customer support with empathy, and are passionate about cultivating high-performing teams, then this role is a great fit.

Job Duties :

• Workflow Management & Scheduling : Oversee the daily activities of the Technical Support team, managing scheduling and coordinating workflow to guarantee optimum coverage and efficiency.
• Coaching & Quality Assurance : Conduct regular call listening and correspondence reviews, providing supportive and constructive guidance to help team members and ensure strict adherence to quality standards. Will assist during high volume by performing tactical tasks alongside the agents (minimum 25% of the time). May assist customers with billing inquiries
• Performance Tracking : Monitor quality of work for team members against all relevant KPIs, identifying and addressing operational issues, and suggesting opportunities for continuous process improvement.
• Resource Development : Create, update, and maintain comprehensive Standard Operating Procedures (SOPs) and troubleshooting reference guides in response to new technical issues and emerging client trends.
• Reporting : Develop and deliver insightful ongoing reports for management regarding team performance, issue trends, and service-level achievement. May assist with running ad hoc reports for clients.
• Performs other duties or special projects as assigned.

Job Qualifications :

#LI-RS1

Annual Pay Range : 39,900 - 49,920 USD

Application Window :

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights include :

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

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