Resident Support Lead - 1385

Overview

Fetch is a fast-growing, venture-backed company transforming the way multifamily communities manage essential amenities. Founded to solve the challenges of package delivery, Fetch has expanded its offerings into four core services: Package Delivery , Valet Trash , Fetch Market , and Fetch Storage .

From our local facilities, we ensure secure, convenient, direct-to-door delivery for residents while streamlining operations for property teams. Our valet trash service provides simple, community-wide waste solutions. Fetch Market offers direct-to-door delivery of everyday essentials, giving residents unparalleled convenience. Fetch Storage extends our mission by offering secure, flexible storage options tailored to multifamily living.

Operating in communities across the U.S., we are tackling complex logistical challenges every day, from last-mile delivery to amenity innovation, while creating seamless living experiences for residents and measurable value for property managers and owners. With substantial growth ahead, Fetch continues to shape the future of multifamily living by combining technology, logistics, and hospitality into one cohesive platform.

The Resident Support Team Lead serves as an operational anchor, bridging frontline support agents and department leadership. This role balances direct, hands-on customer engagement (working queues and managing complex escalations) with day-to-day floor oversight, queue governance, peer coaching, and cross-functional operational support.

Job Responsibilities:

Direct Resident Support & Escalation Management

-
Work Inbound Queues: Actively handle inbound customer inquiries across primary support channels (chat, email, phone, ticketing) during high-volume periods, coverage gaps, or designated operational shifts to maintain deep subject matter expertise.

-
Executive & Advanced Escalations: Act as the primary escalation point for complex, sensitive, high-priority, or leadership-level customer complaints, resolving issues with empathy, speed, and authority.

-
Root-Cause Investigation: Conduct end-to-end reviews of account histories, transaction logs, package metadata, or system errors to diagnose underlying causes (e.g., address/unit registration mismatches, delivery failures, software glitches) and prevent recurring issues.

Queue Oversight & SLA Governance

-
Real-Time Queue Monitoring: Continuously monitor incoming conversation queues across Tier 1, Tier 2, and specialized queues to maintain balanced agent workloads and optimal response times.

-
Routing & Re-prioritization: Verify accurate inquiry categorization and dynamically reassign or reprioritize active tickets during volume spikes to prevent Service Level Agreement (SLA) breaches.

-
Lifecycle & SLA Audits: Conduct periodic audits on open, pending, and escalated conversations to enforce resolution standards and maintain consistent customer updates within designated timeframes (e.g., 20-minute SLA targets or 24-hour update standards).

Floor Oversight, Coaching & Agent Development

-
Real-Time Floor Support: Maintain active visibility across internal team channels (e.g., Slack, Google Spaces) to answer real-time agent questions, provide technical guidance, and unblock workflow friction.

-
Quality Audits & Coaching: Perform regular interaction audits on representative conversation samples. Facilitate 1:1 coaching sessions, side-by-side shadowing, and open office hours to enforce SOP adherence, refine communication tone, and eliminate process shortcuts.

-
Promoting Self-Reliance: Model and encourage proper tool and knowledge base usage (such as SOP search techniques) to foster agent independence.

Operations, Process & Cross-Departmental Support

-
Process Communication: Draft and broadcast clear team-wide announcements regarding standard operating procedures, vendor guidelines, and system updates.

-
Cross-Departmental Collaboration: Partner with cross-functional teams (e.g., Reg