Assistant Manager - Customer Support

JOB TITLE: ASSISTANT MANAGER – Customer Support
LOCATION: BENGALURUREPORTING TO: GAYATHRI / MANAGER – OPERATIONSFUNCTION: PROPERTY MANAGEMENT OPERATIONS

ABOUT PROPERTYANGEL

PropertyAngel is a professional property management company managing residential properties for owners located across India and overseas. We act as the owner’s “Second Landlord,” managing the complete rental lifecycle—from tenant move-in and rent collection to maintenance, inspections and exits.

ROLE OVERVIEW

The Assistant Manager – Operations will supervise the day-to-day management of an assigned property portfolio and support a team of Account Managers and coordinators.

The role combines hands-on operational execution, customer communication, team supervision and coordination with multiple internal departments.

KEY RESPONSIBILITIES

Portfolio Operations

• Monitor all activities relating to assigned vacant and tenanted properties.
• Ensure timely completion of onboarding, move-ins, maintenance, inspections, renewals and exits.
• Track rent, deposits, association payments, documentation and other pending property matters.
• Ensure that owners and tenants receive regular updates without needing repeated follow-ups.
• Review open tasks daily and follow through until closure.

Team Supervision

• Guide Account Managers and coordinators in managing their assigned portfolios.
• Conduct daily task reviews and follow up on overdue or high-priority matters.
• Help team members draft clear and professional customer communication.
• Escalate risks and unresolved matters to the Operations Manager at the appropriate stage.
• Support induction and training of new team members.

Customer and Escalation Management

• Handle first-level owner and tenant escalations.
• Speak with customers to understand concerns and propose practical solutions.
• Coordinate with maintenance vendors, tenant acquisition, accounts and legal teams.
• Ensure all commitments, discussions and resolutions are recorded in the company’s systems.

Process Compliance

• Maintain accurate property, owner, tenant and contract information.
• Ensure Zoho tasks and records are updated correctly and on time.
• Follow operational checklists, approval processes and communication standards.
• Identify recurring problems and recommend process improvements.

KEY PERFORMANCE INDICATORS

• Timely closure of assigned tasks
• Accuracy and completeness of system updates
• Owner and tenant response times
• Resolution of first-level escalations
• Portfolio occupancy and vacancy follow-up
• Customer retention and renewals
• Team productivity and process compliance
• Reduction in overdue and reopened tasks

REQUIRED EXPERIENCE AND SKILLS

• 5–6 years of experience in operations, property management, hospitality, customer service or a similar role.
• Experience supervising a small team or coordinating work across multiple people.
• Strong follow-up and execution skills.
• Clear written and verbal communication.
• Ability to handle demanding customers professionally.
• Good attention to detail and comfort with documentation.
• Working knowledge of CRM, ticketing or workflow-management systems.
• Ability to prioritise multiple urgent requirements without losing accuracy.

EDUCATION

Graduate degree in business administration, operations, hospitality, real estate or a related field.

WHAT WE ARE LOOKING FOR

A hands-on and organised professional who follows through on commitments, communicates proactively and is ready to grow into a larger operations leadership role.

Pay: ₹45,000.00 - ₹55,000.00 per month

Benefits:

• Flexible schedule
• Provident Fund

Work Location: In person