Customer Support Lead

Customer Support Lead

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

The Role

We are seeking a Customer Support Lead to join our JLL Technologies Customer Experience team, based in Costa Rica in a hybrid capacity. This role provides first- and second-level support across our client systems portfolio — roughly split between Building Engines Prism and our other supported applications, including Acumen, HqO, In Case of Crisis, and Yardi (for example) — while taking on lead-level responsibilities: coordinating the team's ticket queue, mentoring associates, and maintaining the knowledge base that powers both human agents and agentic AI support. This role supports Americas clients and works in US business hours.

What This Job Involves

Team Leadership & Queue Management

• Coordinate and prioritize the team's shared ticket queue across chat, call, and email channels, balancing workload across the team
• Mentor Customer Support Associates on troubleshooting approach, tone, and escalation judgment
• Monitor queue health and SLA performance; flag emerging trends or systemic issues to the Customer Experience Manager
• Serve as an escalation point for complex or sensitive client issues before they route to engineering, vendors, or leadership

User Administration

• Configure, update, and terminate user accounts across supported applications
• Create and update training documentation for end users and articles to support our Agentic AI functionality
• Create and update internal team knowledge articles

End User & System Support

• Provide direct first-level support to end users across NAM & LATAM client accounts
• Manage second-level support transfers to the internal JLLT team
• Escalate to SaaS vendors for third-level support when required
• Deliver client systems support as required under JLL's service agreements
• Diagnose, troubleshoot, and resolve issues while providing exceptional, timely, and accurate service — both internally and externally
• Document all customer interactions and create thorough trails for others to follow
• Analyze Agentic AI responses, modify end user documentation, update documentation for appropriate AI responses

Knowledge Management & Agentic AI Enablement

• Create and maintain knowledge articles for end-user self-service, ensuring content is clear, current, and actionable
• Author and update knowledge articles structured for consumption by agentic AI tools supporting ticket response and resolution
• Partner with the team to continuously refine knowledge content based on ticket trends, AI performance, and end-user feedback

Implementation, Testing & Reporting

• Support the implementation of new modules and periodic system upgrades, including test execution
• Manage data uploads and extracts across supported platforms
• Support business reporting requirements, including compliance documentation and audit of our applications
• Configure fields within supported SaaS applications

Supported Applications

• Building Engines Prism
• Acumen, HqO, PM Portal, In Case of Crisis, Yardi, and other applications
• Other applications as onboarded to the team

What We're Looking For

Education & Experience

• Bachelor's degree from an accredited institution required
• 5 - 7 years of relevant professional experience preferred, including prior experience mentoring or leading peers
• Real estate software and/or real estate industry experience required
• Experience with Building Engines Prism, BI Reporting, Yardi, or comparable real estate software preferred
• Demonstrated experience supporting multiple SaaS products

Skills & Attributes

• Superior customer service skills, with experience in a customer-facing role
• Strong troubleshooting skills and the ability to navigate challenging customer conversations
• Excellent written and verbal communication skills, including the ability to write clear, structured knowledge content for both human readers and AI systems
• Proven ability to prioritize and manage a varied queue of customer escalations
• Organized, detail-oriented, and comfortable working with minimal supervision while collaborating closely with a distributed team
• Ability to work in a team environment, including from a home office location, and to join video calls as needed
• Ability to work flexible hours in coordination with a global team

Languages

• Fluent in English required (reading and writing)
• French, Spanish, or Portuguese a plus

Preferred Qualifications

• Experience as a subject matter expert across multiple product offerings
• Strong customer relationship management skills
• Familiarity with commercial real estate operations and technologies
• Experience in creating and delivering customer training materials

What You Can Expect from Us

We succeed together — across the desk and around the globe — and believe the best inspires the best, so we invest in supporting each other, learning together, and celebrating our success. Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being, and providing competitive benefits and pay.

Location: Remote – San Jose, CRI

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