Application Support Lead

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Application Support Lead

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.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.