PlanOmatic

Job Description

Client Support Lead 

About PlanOmatic

PlanOmatic delivers photography, floor plans, and 3D tours fast for single-family rentals, synced with your PM software. Built for single-family rental property managers and owner-operators.

About the Role

PlanOmatic's Client Support Lead owns the client support experience from the first request to final resolution. Reporting to the VP of Client Success & Operations, you will lead and develop the Client Support team, keep orders and support tickets moving through proactive and reactive escalation, and serve as the escalation point for complex or high-impact issues raised through the support team. You are a player-coach and individual contributor: you set the standard for how we support clients, and you step in on the hardest cases. In your world, proactive communication is paramount.

This is a support operations and team leadership role. It does not carry a book of business, account ownership, sales or revenue targets, demos, collections, or client-facing travel.

Key Responsibilities:

Leadership, Management, and Accountability

• Lead, coach, and develop the Client Support team
• Set team goals and metrics, and hold the team accountable to them
• Manage workload, coverage, and priorities so requests are handled consistently and on time
• Meet regularly with your manager to review team performance, client trends, and escalations
• Contribute to company-level planning, huddles, and reporting for the Client Support function
• Contribute strategically with continuous recommendations for improvements and innovations that help our clients win

Support Quality and Trends

• Own support quality outcomes and track the metrics that measure them (for example, response time, resolution time, and satisfaction scores)
• Identify trends in support tickets and recurring issues, and work with other departments to fix root causes
• Follow up with clients after escalations to confirm the issue is resolved

Order Escalation and Triage

• Proactive: Monitor orders and jobs for risk, and make sure clients are informed before they have to ask
• Reactive: The client support team will triage and prioritize incoming order issues, and coordinate with Operations and Field teams, escalating to the Client Support Lead when a decision or cross-team support is needed
• Resolution: Resolving any escalated issues with the client directly
• Maintain clear escalation paths and decision criteria, so the team knows when and how to escalate

• Serve as the escalation point for complex, sensitive, or high-impact client issues
• Communicate clearly and professionally with clients throughout resolution, and document outcomes

Client Technical Support

• Ensure clients receive accurate help with platform, delivery, and technical questions
• Partner with Product and Technology to report bugs, document workarounds, and communicate fixes

Client Special Projects

• Lead or support special initiatives and process improvements as assigned
• Develop and maintain support playbooks, templates, and training materials

Helpdesk Operations

• Make sure the team triages requests, resolves issues, and communicates proactively on job issues
• Maintain HubSpot Helpdesk hygiene, including ticket categorization, status accuracy, SLAs, and reporting

Qualifications

• 3 to 5+ years in client support or operations, including 2 to 3+ years leading or coaching a team
• Demonstrated ability to manage escalations calmly and communicate clearly with clients
• Experience with a helpdesk or CRM platform; HubSpot preferred
• Strong organizational skills and the ability to prioritize in a fast-moving, deadline-driven environment
• Comfort using data and metrics to manage performance and drive improvement
• Experience in real estate media, photography, or a service-delivery business is a plus

What Success Looks Like

• Clients are informed early, and issues are resolved quickly
• The team is well coached, accountable, and has clear priorities
• Helpdesk data is accurate and used to improve the client experience
• Escalations decrease over time as root causes are addressed