Customer Care Lead

DescriptionCohere Life, Inc.JOB DESCRIPTION: 12/15/2025Job Title: Customer Care LeadFLSA Status: Non-ExemptReports To: Accounting ManagerLocation: RemoteSummary The Customer Care Lead will play a pivotal role in supporting our Customer Care team. The Customer Care Lead will oversee the team’s interactions with homeowners, our community teams, and the accounting department. This role will serve the primary point of contact for escalated issues. This role will provide leadership, coaching and support to the customer care team. All Cohere team members embrace and demonstrate the core values of Trust, Reciprocity, Spirit and Legacy while striving to exceed customer and team expectations. This role requires a cooperative and positive attitude, and the ability to handle multiple responsibilities with exceptional follow-through. Scope

• Provide leadership for day-to-day management of Cohere’s Customer Care Specialists; guide and support team members to ensure Cohere and community specific standards and best practices are met.
• Will ensure management of complex transactional and emotional customer situations promptly and professionally
• Manage schedule, workload distribution, and daily oversight of the team.
• Have working understanding of community management. This includes understanding governing documents, policies and procedures.
• Track key performance indicators and create monthly reporting for the Accounting leadership.
• Identify process gaps, recommend improvements, and assist in creating process documentation for the customer care team.
• Answer phone calls, resident support tickets and resident emails as needed.
• Willingness to take on additional responsibilities as needed

AttributesQualifications Key attributes for a successful Customer Care Lead include, but are not limited to the following capabilities, qualifications, and performance skills:

• Excellent computer and database skills
• Excellent written and verbal communication skills
• Excellent organizational skills with a strong attention to detail and accuracy
• Must be able to function and meet deadlines in a dynamic, fast paced environment
• You are naturally empathetic. You’re a good communicator and put people at ease.
• You are conscientious and have a dependable work ethic with a strong attention to detail
• Demonstrate a high level of integrity, honesty and respect
• Must maintain a positive, professional approach in all internal and external interactions
• Demonstrate initiative – ability to think, work, and make independent decisions based on sound judgment
• Committed to personal growth, ongoing process improvement and team development
• Able to work independently and as part of a team
• Willingness to take on additional responsibilities as needed

Knowledge & Requirements

• 1+ years of supervisory or team lead responsibilities required
• Proficiency in Microsoft Office Suite, including Excel, Word and Outlook required
• Data entry experience required
• Knowledge of community association operations, community amenities, and community governance preferred
• Community Association experience preferred
• Vantaca knowledge preferred
• Zoom knowledge preferred

Operating PrinciplesIn Furtherance Of Our Mission Team Members Will

• Instill a sense of fun and enthusiasm into everything we do.
• Encourage a dynamic collaboration between internal and external stakeholders.
• Exercise tact, diplomacy and fair-mindedness in all interactions while providing exceptional customer service.
• Reflect a work style based on inclusiveness, mutual respect, consensus-building and responsiveness to changing needs and opportunities.
• Embrace the vision, goals and aspirations of Cohere.

Job Type: Full-time Pay: $26.45 - $27.89 per hour; up to 40 hours per week Benefits

• 401(k)
• Dental Insurance
• Health Insurance
• Vision Insurance
• Paid Time Off

Cohere is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.Once an adequate number of qualified candidates have been identified, the job posting may be withdrawn or closed.