At JLL, were seeking an Application Customer Support Lead to join our Client Technology Services Support team for our Building Engines platform. In this role, youll be instrumental in delivering exceptional support to our customer base, utilizing outstanding customer service skills to promote satisfaction and retention. As we collectively shape a brighter way for our clients and fellow employees, youll become a subject matter expert in multiple product offerings, manage customer relationships, and create and maintain best practices. We believe the most effective teams are built when everyone is empowered to thrive, and in this position, youll have the opportunity to grow your skills and advance your career in a dynamic, fast-paced environment.

What your day-to-day will look like:

Provide timely, accurate, and high-quality support for escalated customer issues

Diagnose, troubleshoot, and determine when to further escalate issues, tracking them to resolution

Work directly with Product and Engineering teams to resolve complex support challenges

Participate in training exercises for existing customers to enhance product adoption

Document all customer interactions using standard tools and create comprehensive audit trails

Build and maintain a knowledge base for frequently asked questions and release notes

Communicate product impact to internal stakeholders and act as a customer advocate

Grow and maintain a strong team of Application Support professionals, mentoring and developing resources to build skills and progress to higher levels within the organization.

Monitor and measure metrics to ensure team members are meeting expectations.

Oversee the use of standard process workflows by team, analyze team statistics, and prepare reports.

Hire, develop and retain top-level resources for your team, ensuring that they deliver high-quality work, according to our company s values, and continue to grow their careers within the company.

Guide team members along escalation path for issues and projects

Ensure that your team is well-informed about new features, tools, and changes to our products by leading discussions and coordinating training.

Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.

Required Qualifications:

7 - 10 years of demonstrated experience supporting multiple SaaS products

Strong troubleshooting skills and ability to navigate challenging customer conversations

Excellent written and verbal communication skills

Proven ability to prioritize and manage a varied queue of customer escalations

Experience in creating and maintaining process documentation

Ability to work both independently and as part of a team

Commitment to getting things done and taking ownership

Preferred Qualifications:

Experience managing a team

Experience as a subject matter expert in multiple product offerings

Strong customer relationship management skills

Proactive communication skills, both with customers and internal stakeholders

Familiarity with commercial real estate operations and technologies

Experience in creating and delivering customer training materials

Interest in PropTech or related industries

Fluency in French and/or Spanish

At JLL, we support each others wellbeing and champion inclusivity and belonging across teams. We embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career. Join us in taking the more inspiring, innovative, and optimistic path on our journey toward success.

Location:

Remote Bangalore, Karnataka

Scheduled Weekly Hours:

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Application Support Lead