Supervisor, Partner & Resident Support

Housing Connector • Denver, CO

12d • $79,000 - $105,000 • Hybrid

About The Position

Housing Connector is seeking a Supervisor, Partner & Resident Support to provide frontline leadership to a team supporting residents, property partners, and community partners across its markets. This is a working Supervisor role combining people leadership with direct customer support. The Supervisor leads an assigned team while maintaining an active ticket workload and is responsible for day-to-day team performance, workload and coverage, service quality, coaching, and employee development.

Working closely with the Director of Customer Support, the Supervisor helps address performance concerns, supports hiring and onboarding, and identifies opportunities to improve how the team works. The role is full-time and hybrid in the Austin, Denver, or Seattle metro area, with employees expected to work in person from their local Housing Connector office one day per week.

Housing Connector is a tech-for-good nonprofit that works with property owners and managers to reduce barriers to housing access, while providing financial and resident support to housing providers. Its model brings together property partners, community organizations, government, philanthropy, and technology to create scalable pathways to housing.

Requirements

• Experience in customer support, partner support, resident services, housing services, operations, or another service-oriented environment.
• Ability to coach, mentor, train, or guide others, including providing feedback and helping others improve; prior formal people-management experience is not required.
• Experience working with ticketing, case management, CRM, or similar systems to manage and track service requests.
• Ability to balance direct service responsibilities with team leadership, including competing priorities, coverage needs, and escalations.
• Strong interpersonal skills and ability to build trust, set clear expectations, provide constructive feedback, and hold others accountable.
• Comfort using service, quality, and operational data to understand performance and identify issues.
• Strong judgment and problem-solving skills, including knowing when to resolve an issue directly and when to involve others.
• Ability to recognize patterns and recurring problems and contribute to improving processes and ways of working.
• Strong written and verbal communication skills.
• Commitment to Housing Connector's mission and to providing effective, equitable service to residents and partners.

Responsibilities

• Provide day-to-day leadership for an assigned team of Partner & Resident Support employees and/or contractors.
• Hold regular one-on-ones, set clear expectations, and provide ongoing coaching, feedback, and development support.
• Address performance concerns through expectations, coaching, follow-up, and documentation, partnering with the Director on significant or persistent concerns.
• Provide input and documentation for formal mid-year and year-end performance reviews.
• Participate in hiring and support onboarding and training of new team members.
• Build an inclusive, collaborative, and accountable team environment.
• Manage daily workload, assignments, and coverage, adjusting priorities as service needs and capacity change.
• Monitor ticket queues, service levels, quality, and team performance to ensure timely, consistent support.
• Support team members with complex situations and serve as an escalation point for resident and partner issues.
• Keep the Director informed of emerging service, capacity, performance, or employee concerns.
• Maintain an active ticket workload and provide timely, effective support to residents, property partners, and community partners, including complex issues as needed.
• Stay connected to frontline work to understand customer needs, team challenges, and opportunities to improve the Support experience.
• Balance direct support responsibilities with team leadership, coaching, and operational needs.
• Use operational data, ticket trends, and team observations to identify patterns and understand workload, service quality, and performance.
• Distinguish between performance, capacity, and process issues, resolving concerns or escalating them as appropriate.
• Identify recurring problems and opportunities to improve Support workflows and practices.
• Partner on process improvements by sharing frontline insights and helping test processes, tools, and approaches.
• Lead adoption of changes within the team by communicating changes, reinforcing practices, and providing feedback.
• Collaborate with Support leaders to promote a consistent employee and customer experience.
• Partner with the Director and Process Improvement role on Support priorities and operational needs.
• Coordinate with Market teams and other internal partners to address cross-team issues and surface trends affecting residents, partners, or Support performance.

Benefits

• Medical, dental, and vision plans; the employer pays 100% of employee premiums and 50% of partner/dependent premiums.
• 22+ days of PTO in the first year and dedicated Community Service Leave.
• Holiday schedule including a full week off in December.
• Paid parental leave.
• Employee Assistance Program (EAP).
• Life insurance.
• Flexible Spending Accounts (FSA and DCRA).
• 401(k) with 6% employer match.
• Annual professional development reimbursement up to $500.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed