Customer Support Lead - Military veterans preferred

Kastle Systems


Customer Support Lead

US-VA-Falls Church

Job ID: 2025-4483
Type: Regular
# of Openings: 1
Category: Client Services/Support
Kastle - Falls Church

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. Delivering a world class customer experience drives everything we do, and Kastle’s mission is to be our customers’ best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

This critical position is responsible for leading a team of Client Services Representatives (CSRs). The Team Lead ensures thorough and professional service delivery via account teams that consistently exceed the customers' expectations. The Team Lead is the customer's advocate within Kastle and is responsible for ensuring that all aspects of our service model are completed accurately and in a timely manner for assigned customers. Requires broad engagement with all functions within the organization, ability to influence, and prioritize work. Responsibilities include the development, coaching, mentoring and management of CSRs and their work.

• Work closely with Kastle customers to ensure successful system operation
• Work closely with customers and Client Service Representatives to ensure customer satisfaction and fast problem resolution
• Coordinate involvement of any/all Kastle employees and resources to meet customer expectations and objectives
• Leads timely resolution efforts that best address customers’ needs
• Answer direct and escalated client phone calls in a timely manner
• Interview, coach and develop Client Service Representatives
• Prioritize and delegate work
• Engage directly with clients via email and phone
• Train customers on effective use of Kastle systems
• Monitor and report and escalate customer activity per expectations

• Bachelor's degree or equivalent combination of education and experience
• At least two years’ experience in a position focusing on building and maintaining productive client partnerships
• Strong attention to detail and accuracy
• Excellent communication skills, both written and verbal
• Excellent organizational skills
• Desire to provide excellent customer service and demonstrate initiative
• Proficiency in Microsoft Office

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