Application Support Lead

Job Description

Location: India (Remote), must work in US business hours

At JLL, we're seeking an Application Customer Support Lead to join our Client Technology Services Support team for our Building Engines platform. In this role, you'll be instrumental in delivering exceptional support to our customer base, utilizing outstanding customer service skills to promote satisfaction and retention. As we collectively shape a brighter way for our clients and fellow employees, you'll become a subject matter expert in multiple product offerings, manage customer relationships, and create and maintain best practices. We believe the most effective teams are built when everyone is empowered to thrive, and in this position, you'll have the opportunity to grow your skills and advance your career in a dynamic, fast-paced environment.

What your day-to-day will look like:

- Provide timely, accurate, and high-quality support for escalated customer issues
- Diagnose, troubleshoot, and determine when to further escalate issues, tracking them to resolution
- Work directly with Product and Engineering teams to resolve complex support challenges
- Participate in training exercises for existing customers to enhance product adoption
- Document all customer interactions using standard tools and create comprehensive audit trails
- Build and maintain a knowledge base for frequently asked questions and release notes
- Communicate product impact to internal stakeholders and act as a customer advocate
- Grow and maintain a strong team of Application Support professionals, mentoring and developing resources to build skills and progress to higher levels within the organization.
- Monitor and measure metrics to ensure team members are meeting expectations.
- Oversee the use of standard process workflows by team, analyze team statistics, and prepare reports.
- Hire, develop and retain top-level resources for your team, ensuring that they deliver high-quality work, according to our company's values, and continue to grow their careers within the company.
- Guide team members along escalation path for issues and projects
- Ensure that your team is well-informed about new features, tools, and changes to our products by leading discussions and coordinating training.
- Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.

Required Qualifications:

- 7 - 10 years of demonstrated experience supporting multiple SaaS products
- Strong troubleshooting skills and ability to navigate challenging customer conversations
- Excellent written and verbal communication skills
- Proven ability to prioritize and manage a varied queue of customer escalations
- Experience in creating and maintaining process documentation
- Ability to work both independently and as part of a team
- Commitment to getting things done and taking ownership

Preferred Qualifications:

- Experience managing a team
- Experience as a subject matter expert in multiple product offerings
- Strong customer relationship management skills
- Proactive communication skills, both with customers and internal stakeholders
- Familiarity with commercial real estate operations and technologies
- Experience in creating and delivering customer training materials
- Interest in PropTech or related industries
- Fluency in French and/or Spanish

At JLL, we support each other's wellbeing and champion inclusivity and belonging across teams. We embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career. Join us in taking the more inspiring, innovative, and optimistic path on our journey toward success.