Customer Support Lead Management Agent

About the CompanyDNR is a residential property management portfolio operating Crystal and Reserve branded communities across Georgia. The organization manages the full resident lifecycle , from leasing and onboarding to maintenance coordination, collections, and renewals, across a growing portfolio of long-term lease, multifamily properties.

About the Role
The Support Agent is a centralized role based in Panama, assigned to provide operational support across all DNR properties. This is not a property-specific position — from day one, the agent serves the full portfolio, working across all active communities through a centralized hub structure. Working from Panama City, the agent interfaces daily with property managers and leasing agents across all properties. Cultural fit, operational precision, and adaptability are non-negotiable requirements for this role.

Responsibilities
The role operates within the following technology stack:AppFolio PMS + CRM — Core property management CRM. Used for applications, work orders, lease documents, delinquency reports, and all resident communications.Aircall — VoIP platform managing all inbound/outbound calls across all ATL properties, including queue management, call tagging (Leasing / Maintenance / Payment / General), and performance tracking.Communication channels — Email, SMS, and internal messaging platforms for resident and team interactions.
Operating Context
The Support Agent operates within the following communication framework:Daily communication with Property Managers and Leasing Agents across all properties — to stay on top of any situation or need that requires involvement from the support team.Ongoing feedback to the Panama Team Leader — the agent is expected to proactively report anything relevant that could improve service quality or leasing performance.Proactive engagement with leads and tenants — gathering all necessary information, anticipating needs, and ensuring AppFolio records are always complete and up to date.
Qualifications
Minimum 2 years of experience in customer service, call center operations, hospitality, or property management support roles.Demonstrated ability to work independently and manage multiple concurrent tasks in a structured environment.Strong written and verbal communication skills — professional, clear, and empathetic.Exceptional attention to detail; low tolerance for process deviation or data entry errors.Comfort working within structured SLAs, daily checklists, and documented procedures.
Required Skills
TechnologyAppFolio — hands-on experience required. The role operates inside AppFolio daily for all core workflows.Aircall — familiarity with Aircall or an equivalent VoIP platform required.Training platform — comfort learning and operating new digital tools as they are introduced into the hub.
Preferred Skills
Native or C2-level English proficiency (written and spoken), required. The role serves properties and residents in the United States exclusively.Spanish proficiency, an asset for internal team communication within the Panama hub.
Pay range and compensation package
Ability to work from a quiet, professional home office environment in Panama. Proficiency with cloud-based tools (Google Workspace, Microsoft, Slack, Notion, or equivalent). Ability to learn proprietary software systems quickly (training provided).

Equal Opportunity Statement
The ideal candidate is a high-caliber operations professional who is precise, proactive, and motivated by the challenge of building a centralized hub from the ground up. This role requires someone who can manage a full portfolio's support needs from day one, document processes as they go, and become a key pillar of the Panama team. Initial hires in the Panama Hub are high-level individuals expected to grow into team leads and pod managers as the hub scales.