Founded in 2018 and headquartered in Columbus, Ohio, Foxen provides innovative insurance compliance solutions and financial services for the mutual benefit of property owners, managers, and residents in multifamily real estate. Foxen is comprised of technologists and developers, insurance and finance professionals, and property management industry veterans. We leverage extensive expertise and collaboration to deliver technology-driven solutions that seamlessly meet the needs of our customers. Foxen’s products revolutionize flawed and antiquated processes, while simultaneously creating property revenue and financial wellness for residents.

Foxen earned a spot on Inc.’s 2025 Best Places to Work list - a proud reflection of the culture we’re building as we grow. We’re scaling fast and looking for people who want to be part of something exciting. Meet the team at foxen.com/about-us.

What You’ll Do:

As a Manager of Resident Support, you will be responsible for overseeing the Resident Support Department on their day-to-day activities of the Operations services, including monitoring team progress of tasks, training Resident Support team members and general oversight of the Department. You will be a valuable member of a growing team of entrepreneurial-minded professionals focused on disrupting the multifamily risk compliance industry and will have the opportunity to assist in the development of the company’s operational platform.

Key Responsibilities:

Team Leadership and Management
Hiring and Training: Recruiting, interviewing, and selecting new Resident Support Specialist
Onboarding and Development: Developing and implementing training programs to ensure the team has the necessary skills and knowledge.
Performance Management: Setting performance goals and KPIs (Key Performance Indicators), conducting performance reviews, and providing coaching and feedback to team members.
Motivation and Morale: Fostering a positive and supportive work environment to keep the team motivated and engaged.
Scheduling and Operations: Managing daily workflow, creating schedules, and ensuring adequate staffing to handle customer inquiries and issues.
Customer-Centric Operations
Handling Escalations: Serving as the point of contact for complex or difficult customer issues that require a higher level of authority or expertise.
Policy and Procedure Development: Creating and implementing customer service policies, standards, and procedures to ensure consistency and efficiency.
Quality Assurance: Monitoring customer interactions (e.g., calls, emails, chats) to ensure they meet quality standards and provide constructive feedback.
Resolving Complaints: Taking ownership of customer complaints and seeing them through to resolution.
Data Analysis and Strategy
Performance Analysis: Analyzing customer service metrics such as response time, resolution rate, and customer satisfaction scores (CSAT) to identify trends and areas for improvement.
Feedback Management: Collecting, analyzing, and acting on customer feedback to inform business decisions and improve processes.
Reporting: Creating detailed reports on department performance and presenting findings.
Process Improvement: Identifying and implementing strategies to streamline workflows and enhance the overall customer experience.
Interdepartmental Collaboration
Communication with Other Teams: Acting as a liaison between the Resident Support team and other teams like sales, marketing, and product development.
Relaying Feedback: Communicating customer feedback and needs to other departments to help improve products, services, and overall business strategy.

What You Bring:

Proven Leadership Experience; 1-2 years in a supervisory or management role within customer support, operations, or a related field, with demonstrated success in leading and developing high-performing teams.
Strong Communication and Interpersonal Skills; Ability to motivate and coach team members, resolve conflicts, and effectively collaborate across departments.
Customer Service Expertise; Deep understanding of customer experience best practices, with experience handling escalations and implementing service policies/procedures.
Analytical and Data-Driven Mindset; Proficiency in analyzing KPIs, customer satisfaction metrics, and operational data to drive performance improvements and strategic decisions.
Organizational and Operational Skills; Experience managing scheduling, workflows, and resources to ensure efficient daily operations and staffing coverage.
Problem-Solving and Process Improvement Orientation; Demonstrated ability to identify operational gaps, develop solutions, and implement process improvements to enhance team performance and customer satisfaction.

Where You’ll Work:

Nestled in the heart of the Arena District in Downtown Columbus, Ohio, our corporate office offers stunning views of Huntington Park, home of the Columbus Clippers. Designed with collaboration and connection in mind, our spacious open office features multiple breakout areas, 7+ conference rooms, and a dedicated company meeting space. Team members enjoy monthly catered lunches, holiday celebrations, bottomless local coffee, and a variety of fun office activities. And when the workday’s done, you’re just steps away from the best of Columbus — with concerts, games, and events at Nationwide Arena, Kemba Live, and Lower.com Field all within easy walking distance.

What We Offer:

As a Manager of Resident Support, you’ll enjoy competitive pay, bonus opportunities, and a comprehensive benefits package designed to support your well-being both inside and outside of work. Our benefits include your choice of three health insurance plans, voluntary dental and vision coverage, short- and long-term disability, life insurance, paid holidays, paid time off, a 401(k) with a 4% company match, and an annual learning & development stipend. This is a full-time, exempt position reporting to the Senior Director of Resident Support & Operations, with occasional travel required for training and company events.

Apply now

See more open positions at Foxen

Privacy policy Cookie policy