Manager of Resident Support
Manager of Resident Support
Posted on :
30-08-2025
Employer Active
1 Vacancy
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Job Description
Who We Are:
Founded in 2018 and headquartered in Columbus Ohio Foxen provides innovative insurance compliance solutions and financial services for the mutual benefit of property owners managers and residents in multifamily real estate. Foxen is comprised of technologists and developers insurance and finance professionals and property management industry veterans. We leverage extensive expertise and collaboration to deliver technology-driven solutions that seamlessly meet the needs of our customers. Foxens products revolutionize flawed and antiquated processes while simultaneously creating property revenue and financial wellness for residents.
Foxen earned a spot on Inc.s 2025 Best Places to Work list - a proud reflection of the culture were building as we grow. Were scaling fast and looking for people who want to be part of something exciting. Meet the team at Youll Do:
As a Manager of Resident Support you will be responsible for overseeing the Resident Support Department on their day-to-day activities of the Operations services including monitoring team progress of tasks training Resident Support team members and general oversight of the Department. You will be a valuable member of a growing team of entrepreneurial-minded professionals focused on disrupting the multifamily risk compliance industry and will have the opportunity to assist in the development of the companys operational platform.
Key Responsibilities:
- Team Leadership and Management
- Hiring and Training: Recruiting interviewing and selecting new Resident Support Specialist
- Onboarding and Development: Developing and implementing training programs to ensure the team has the necessary skills and knowledge.
- Performance Management: Setting performance goals and KPIs (Key Performance Indicators) conducting performance reviews and providing coaching and feedback to team members.
- Motivation and Morale: Fostering a positive and supportive work environment to keep the team motivated and engaged.
- Scheduling and Operations: Managing daily workflow creating schedules and ensuring adequate staffing to handle customer inquiries and issues.
- Customer-Centric Operations
- Handling Escalations: Serving as the point of contact for complex or difficult customer issues that require a higher level of authority or expertise.
- Policy and Procedure Development: Creating and implementing customer service policies standards and procedures to ensure consistency and efficiency.
- Quality Assurance: Monitoring customer interactions (e.g. calls emails chats) to ensure they meet quality standards and provide constructive feedback.
- Resolving Complaints: Taking ownership of customer complaints and seeing them through to resolution.
- Data Analysis and Strategy
- Performance Analysis: Analyzing customer service metrics such as response time resolution rate and customer satisfaction scores (CSAT) to identify trends and areas for improvement.
- Feedback Management: Collecting analyzing and acting on customer feedback to inform business decisions and improve processes.
- Reporting: Creating detailed reports on department performance and presenting findings.
- Process Improvement: Identifying and implementing strategies to streamline workflows and enhance the overall customer experience.
- Interdepartmental Collaboration
- Communication with Other Teams: Acting as a liaison between the Resident Support team and other teams like sales marketing and product development.
- Relaying Feedback: Communicating customer feedback and needs to other departments to help improve products services and overall business strategy.
What You Bring:
- Proven Leadership Experience; 1-2 years in a supervisory or management role within customer support operations or a related field with demonstrated success in leading and developing high-performing teams.
- Strong Communication and Interpersonal Skills; Ability to motivate and coach team members resolve conflicts and effectively collaborate across departments.
- Customer Service Expertise; Deep understanding of customer experience best practices with experience handling escalations and implementing service policies/procedures.
- Analytical and Data-Driven Mindset; Proficiency in analyzing KPIs customer satisfaction metrics and operational data to drive performance improvements and strategic decisions.
- Organizational and Operational Skills; Experience managing scheduling workflows and resources to ensure efficient daily operations and staffing coverage.
- Problem-Solving and Process Improvement Orientation; Demonstrated ability to identify operational gaps develop solutions and implement process improvements to enhance team performance and customer satisfaction.
Where Youll Work:
Nestled in the heart of the Arena District in Downtown Columbus Ohio our corporate office offers stunning views of Huntington Park home of the Columbus Clippers. Designed with collaboration and connection in mind our spacious open office features multiple breakout areas 7 conference rooms and a dedicated company meeting space. Team members enjoy monthly catered lunches holiday celebrations bottomless local coffee and a variety of fun office activities. And when the workdays done youre just steps away from the best of Columbus with concerts games and events at Nationwide Arena Kemba Live and Field all within easy walking distance.
What We Offer:
As a Manager of Resident Support youll enjoy competitive pay bonus opportunities and a comprehensive benefits package designed to support your well-being both inside and outside of work. Our benefits include your choice of three health insurance plans voluntary dental and vision coverage short- and long-term disability life insurance paid holidays paid time off a 401(k) with a 4% company match and an annual learning & development stipend. This is a full-time exempt position reporting to the Senior Director of Resident Support & Operations with occasional travel required for training and company events.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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