Team Lead- Technical Customer Care

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. Join us in leading technical customer care for our flagship web‑based valuation platform.

Step into a dynamic leadership role as the Technical Customer Care Lead where you will mentor a team of Technical Support Agents, handle Tier 1 and Tier 2 escalations for lenders and appraisal management companies, and drive performance against KPI targets.

• Workflow Management & Scheduling: Oversee 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 constructive guidance; share tactical tasks with agents during high volume, and may assist customers with billing inquiries.
• Performance Tracking: Monitor quality of work against KPIs, identify and resolve operational issues, and suggest continuous improvement opportunities.
• Resource Development: Create, update, and maintain comprehensive SOPs and troubleshooting reference guides in response to new technical issues and emerging client trends.
• Reporting: Develop and deliver insightful reports for management regarding team performance, issue trends, and service‑level achievement; may assist with ad hoc client reports.
• Performs other duties or special projects as assigned.

• Large (~$2B+ revenue) information services and data business with durable cash flow.
• Company certified as a global "A Great Place to Work".
• Hybrid working model—1 day in the office a week, rest remote.
• Competitive compensation and benefits.
• Career path for continued professional growth.
• Access to a world‑class self‑development portal.

• High school diploma or equivalent required; two‑ or four‑year technical degree or equivalent experience preferred.
• Minimum of 6 years of technical experience with a Tier 2 or escalated technical support role in a SaaS, software, or technology company.
• Proven experience troubleshooting complex issues on a web‑based software platform (valuation, mortgage, or appraisal software is a significant plus).
• SQL proficiency (able to write scripts) required.
• Salesforce or ticketing system experience is a plus.
• Minimum of 2 years in a lead or supervisory role guiding junior technical staff preferred.
• Exceptional problem‑solving, research, and analytical skills.
• Excellent written and verbal communication skills in high‑pressure client‑facing situations.

Mid‑Senior level

Full‑time

Customer Service and Quality Assurance

Information Services, Real Estate, Technology, and Media

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Paid paternity leave
• Disability insurance
• Tuition assistance

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