Resident Support Lead - 1385

Fetch is a fast-growing, venture-backed company transforming the way multifamily communities manage essential amenities. Founded to solve the challenges of package delivery, Fetch has expanded its offerings into four core services: Package Delivery, Valet Trash, Fetch Market, and Fetch Storage.

From our local facilities, we ensure secure, convenient, direct-to-door delivery for residents while streamlining operations for property teams. Our valet trash service provides simple, community-wide waste solutions. Fetch Market offers direct-to-door delivery of everyday essentials, giving residents unparalleled convenience. Fetch Storage extends our mission by offering secure, flexible storage options tailored to multifamily living.

Operating in communities across the U.S., we are tackling complex logistical challenges every day, from last-mile delivery to amenity innovation, while creating seamless living experiences for residents and measurable value for property managers and owners. With substantial growth ahead, Fetch continues to shape the future of multifamily living by combining technology, logistics, and hospitality into one cohesive platform.

The Resident Support Team Lead serves as an operational anchor, bridging frontline support agents and department leadership. This role balances direct, hands-on customer engagement (working queues and managing complex escalations) with day-to-day floor oversight, queue governance, peer coaching, and cross-functional operational support.

• Team Meetings & Documentation: Plan and lead recurring team syncs with structured agendas. Utilize documentation and AI note-taking tools to log action items, track decisions, and share session notes and recordings with CX Management.

• Metric Compilation & Trend Analysis: Review weekly operational data—including First Response Time (FRT), SLA Compliance %, Inbound Volume, and Average Handle Time (AHT per interaction and lifecycle)—and be prepared to discuss in team syncs and with Managers, highlighting performance trends and suggesting operational tweaks.

• Documenting Performance Patterns: Track recurring agent deficiencies (e.g., chronic attendance issues, quality drop-offs, policy non-compliance). Escalate documented patterns to CX Management and HR to assist leadership in constructing formal performance management plans.

• Incident & Outage Triaging: Serve as the initial operational point of contact during system outages or technical bugs. Partner with our internal Tech Support contact or the Engineering/Product teams to identify issues, communicate updates to the team, and create standardized macro templates for frontline agents.

• SOP & Knowledge Base Updates: Regularly review operational procedures and knowledge base articles. Draft updates or flag outdated documentation for management review and approval prior to team rollout.

• Leadership Shadowing: May shadow CX Supervisors or Managers during strategic planning sessions, operational reviews, capacity planning, and performance calibrations to gain exposure to higher-level management practices.

• Project & Strategic Contributions: Participate in special operations initiatives (e.g., platform migrations, tool rollouts, and pilot program testing), representing frontline needs and gathering operational feedback.