Customer Support Lead

Sobre esta oportunidad

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

About JLL TechnologiesJLL Technologies is a specialized group within JLL delivering unparalleled digital advisory, implementation, support and services solutions to organizations globally. We provide best-in-class technologies that bring digital ambitions to life by aligning technology, people, and processes. Our goal is to increase the value and liquidity of the world's buildings while enhancing the productivity and happiness of the people who occupy them. The RoleWe are seeking a Customer Support Lead to join our JLL Technologies Customer Experience team, based in Costa Rica in a hybrid capacity.

This role provides first- and second-level support across our client systems portfolio — roughly split between Building Engines Prism and our other supported applications, including Acumen, HqO, In Case of Crisis, and Yardi (for example) — while taking on lead-level responsibilities: coordinating the team's ticket queue, mentoring associates, and maintaining the knowledge base that powers both human agents and agentic AI support. What This Job InvolvesTeam Leadership & Queue ManagementCoordinate and prioritize the team's shared ticket queue across chat, call, and email channels, balancing workload across the teamMentor Customer Support Associates on troubleshooting approach, tone, and escalation judgmentMonitor queue health and SLA performance; flag emerging trends or systemic issues to the Customer Experience ManagerServe as an escalation point for complex or sensitive client issues before they route to engineering, vendors, or leadershipUser AdministrationConfigure, update, and terminate user accounts across supported applicationsCreate and update training documentation for end users and articles to support our Agentic AI functionalityCreate and update internal team knowledge articlesEnd User & System SupportProvide direct first-level support to end users across NAM & LATAM client accountsManage second-level support transfers to the internal JLLT teamEscalate to SaaS vendors for third-level support when requiredDeliver client systems support as required under JLL's service agreementsDiagnose, troubleshoot, and resolve issues while providing exceptional, timely, and accurate service — both internally and externallyDocument all customer interactions and create thorough trails for others to followAnalyze Agentic AI responses, modify end user documentation, update documentation for appropriate AI responsesKnowledge Management & Agentic AI EnablementCreate and maintain knowledge articles for end-user self-service, ensuring content is clear, current, and actionableAuthor and update knowledge articles structured for consumption by agentic AI tools supporting ticket response and resolutionPartner with the team to continuously refine knowledge content based on ticket trends, AI performance, and end-user feedbackImplementation, Testing & ReportingSupport the implementation of new modules and periodic system upgrades, including test executionManage data uploads and extracts across supported platformsSupport business reporting requirements, including compliance documentation and audit of our applicationsConfigure fields within supported SaaS applicationsSupported ApplicationsThis role's workload supports multiple applications:Building Engines PrismAcumen, HqO, PM Portal, In Case of Crisis, Yardi, and other applicationsOther applications as onboarded to the teamWhat We're Looking ForEducation & ExperienceBachelor's degree from an accredited institution required5 - 7 years of relevant professional experience preferred, including prior experience mentoring or leading peersReal estate software and/or real estate industry experience requiredExperience with Building Engines Prism, BI Reporting, Yardi, or comparable real estate software preferredDemonstrated experience supporting multiple SaaS productsSkills & AttributesSuperior customer service skills, with experience in a customer-facing roleStrong troubleshooting skills and the ability to navigate challenging customer conversationsExcellent written and verbal communication skills, including the ability to write clear, structured knowledge content for both human readers and AI systemsProven ability to prioritize and manage a varied queue of customer escalationsOrganized, detail-oriented, and comfortable working with minimal supervision while collaborating closely with a distributed teamAbility to work in a team environment, including from a home office location, and to join video calls as neededAbility to work flexible hours in coordination with a global teamLanguagesFluent in English required (reading and writing)French, Spanish, or Portuguese a plusPreferred QualificationsExperience as a subject matter expert across multiple product offeringsStrong customer relationship management skillsFamiliarity with commercial real estate operations and technologiesExperience in creating and delivering customer training materialsWhat You Can Expect from UsWe succeed together — across the desk and around the globe — and believe the best inspires the best, so we invest in supporting each other, learning together, and celebrating our success.

Location: Remote –San Jose,CRIIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously.

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