Responsibilities

Manage team performance by setting expectations, coaching team members, and providing performance feedback aligned with company goals.

Participate in all aspects of the employee lifecycle including recruiting, onboarding, development, and corrective action when necessary.

Monitor team workload and ensure daily tasks align with department goals and client expectations.

Serve as the primary escalation point for customer issues related to service quality or team interactions.

Maintain a high level of product and system knowledge to support team effectiveness and identify opportunities for process improvement.

Collaborate with cross-functional teams such as Product, Development, and Customer Success to resolve internal inefficiencies and enhance service delivery.

Develop and maintain internal documentation, workflows, and training materials to support operational excellence.

Essential Functions

Supervise and manage a team to ensure service level objectives and quality standards are met.

Resolve client escalations and collaborate with internal stakeholders to ensure timely and effective solutions.

Maintain expert knowledge of internal systems, processes, and products to support team operations.

Monitor and manage team performance metrics and KPIs to drive results.

Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

Maintain professional interaction with internal and external stakeholders

Ability to work in a fast-paced and high-stress environment

Minimum Qualifications

Strong leadership and accountability with the ability to develop and coach team members.

Excellent written and verbal communication skills with the ability to manage sensitive client and team situations.

Proficient problem-solving skills and attention to detail in a fast-paced environment.

Ability to evaluate and improve internal processes to enhance operational efficiency.

Organizational skills to manage competing priorities and team oversight responsibilities.

Proficiency in Microsoft Excel, Google Suite, and other standard office software.

Education and Experience Requirements

1–3 years of experience supervising or leading teams in a professional environment.

Experience in utility billing or property management preferred.

Basic understanding of utility provider billing, accounting principles, and industry best practices.

AI & Operational Fluency

AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.

Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.

Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.

Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.