Customer Support Lead

About the role

JLL Technologies, a group within JLL delivering digital advisory, implementation, support and services to organizations worldwide, is seeking a Customer Support Lead for its Customer Experience team in Costa Rica. The role covers first- and second-level support for client systems such as Building Engines Prism, Acumen, HqO, In Case of Crisis and Yardi, with lead responsibilities including coordinating the ticket queue, mentoring associates and maintaining the knowledge base. It supports Americas clients and works in US business hours, in a hybrid capacity.

Key responsibilities

• Coordinate and prioritize the team's shared ticket queue across chat, call and email channels, and mentor associates on troubleshooting, tone and escalation judgment
• Monitor queue health and SLA performance, and act as escalation point for complex client issues before routing to engineering, vendors or leadership
• Configure, update and terminate user accounts, and create and update training documentation and internal knowledge articles, including those for Agentic AI
• Provide first-level support to end users across NAM and LATAM accounts, manage second-level transfers and escalate third-level issues to SaaS vendors
• Analyze Agentic AI responses and update documentation accordingly
• Create and maintain knowledge articles for self-service, and partner with the team to refine them based on ticket trends and AI performance
• Support implementation of new modules and upgrades, manage data uploads and extracts, and support business reporting, compliance documentation and audits

Required profile

• Bachelor's degree from an accredited institution
• 5-7 years of relevant professional experience preferred, including mentoring or leading peers
• Real estate software and/or real estate industry experience required
• Demonstrated experience supporting multiple SaaS products
• Fluent English (reading and writing); French, Spanish or Portuguese is a plus

Required skills

• Experience with Building Engines Prism, BI reporting, Yardi or comparable real estate software preferred
• Superior customer service and strong troubleshooting skills
• Excellent written and verbal communication, able to write clear knowledge content for humans and AI systems
• Ability to prioritize a varied queue of escalations and work with minimal supervision in a distributed team

Preferred qualifications include subject matter expertise across products, strong customer relationship management, familiarity with commercial real estate operations, and experience creating customer training materials. The position is listed as remote in San Jose, Costa Rica.