Kastle Systems
Customer Support Lead (CSR III)

US-VA-Falls Church

Job ID: 2025-4359
Type: Regular
# of Openings: 1
Category: Client Services/Support
Kastle - Falls Church

Overview

Join the leader in providing smarter solutions for a safer world.

The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the premier provider of property technology solutions, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact.

The Customer Support Lead (CSRIII) will play a vital role in providing exceptional customer service and support to clients of our organization. The incumbent serves as a daily business contact for an assigned group of customers whether global or region-specific.

The Customer Support Lead is a highly skilled and experienced professional responsible for providing expert-level support to clients, serving as a subject matter expert in one or more of the organization's products and services. This role involves handling the most complex client inquiries, providing guidance to the team, and working closely with clients to ensure their satisfaction and success.

Growth opportunity: This advanced position is designed for individuals who have excelled in client support and are ready to take on a leadership role. You will serve as a critical resource for the team, work directly with high-value clients, and play a vital role in shaping the client support strategy.

Region-Specific: This role may have an emphasis on specific duties such as customer implementation, onboarding, integration with third parties, or other specialized duties, as defined based on business needs.

Possible Career paths:

Management Track > Manager, Customer Support

Individual Contributor Track > Customer Success Associate

Responsibilities

• Daily Operations (35%)
  +/- 10%

• Respond to client inquiries, requests, and concerns promptly, efficiently, and professionally through various communication channels to meet our JDP Customer Satisfaction standards. Demonstrate courteous behavior coupled with active listening, problem solving and knowledge of our products. May take escalated calls from call center agents and use limited discretion/decision-making authority as needed to resolve customer issues.
• Provide clear and accurate information to clients regarding products, services, policies, and procedures in accordance with Kastle standards. Educate clients on how to use our products and services effectively, offering guidance and tutorials where necessary. May assist clients in setting up accounts, managing preferences, and responding to basic billing inquiries.
• Identify client issues, troubleshoot problems, and work towards effective solutions. Take on the most complex issues, assess the severity of client issues and determine when to escalate to management, or relevant departments. Coordinate, monitor and follow up on escalated cases to ensure system installations are completed to Customer’s satisfaction and cases are resolved in a timely manner.
• Support for accounts under Service Level Agreement (SLA) and other time constraints

Region-specific:

• Assist in prioritizing workload and case queue.
• Utmost responsiveness to portfolio specific clients– addressing needs as one of the primary points-of-contact for support for the client (in conjunction with the CSM)
• Manage more complicated administrative tasks, such as invoice and documentation queries, reports, and other information requested by clients, Building Management change process (contract, call procedure, billing…)
• Frequent interactions with clients through calls, emails and back up Customer Success Account Manager for on-site visits, as needed.
• Troubleshoot more complicated and higher order issues bought to team by client or consolidated team

CRM Administration & Standard Operations Procedures (30%)
+/- 10%

• Maintain accurate and detailed records of client interactions and transactions using customer relationship management (CRM) software. Responsible for daily creation, handling, and resolution of cases in CRM. Write Customer change requests (CCRs), initiate deactivation requests with Data Management Team, management changes, managing and maintaining the queue. Research, troubleshoot and accurately write work order in CRM to ensure that all processes and procedures are completedcorrectly.
• Provide regular input on all accounts activities, including status and call reports to Manager, CS, Customer Success Manager or Account Executive.

• Maintain database that serves as the Customer Relationship Management tool.
• Document any client feedback and share it with the appropriate teams to improve services and products.

Onboarding, Monitoring & Consulting (10%)
+/-15%

• Generate and analyze security reports for the client. Complete and distribute weekly reports as required for both internal and external customers.
• Build and maintain strong client relationships by consistently delivering exceptional service and support. Solicit feedback regarding the operational effectiveness of services and the system.
• Effectively communicate all company capabilities, service, and offerings to the client.
• Proactively communicate updates, changes, or issues with clients that may affect their overall experience.
• Communicate regularly with Management or the CSM on escalated or important client issues.

Region-Specific:

• Ensure excellent Client onboarding experience by following established process. Conducts instructional briefings and provides system documentation.
• Proactively identifies root cause issues and help highlight long term projects that need to be completed by the team.
• Ensure all high priority cases (called “Express”) from the centralized team are completed during business day.
• Communicate updates and track tickets from product support and T3 tickets.

Team Collaboration (10%)
+/- 5%

• Provide regular two-way communication between the client and team.
• Communicate the client's goals and represent the client's interests to the team.
• Act as a liaison and Subject Matter Expert between Customer Support, Customer Success groups and other internal/external Stakeholders. Collaborate with other team members and departments to proactively communicate and address client concerns, potential issues and/or qualified lead opportunities, and provide a seamless customer experience. Internal advocacy and issue routing on behalf of clients across Kastle groups.
• Collaborate with technical teams to resolve complex technical problems.
• Support and collaborate with Business Development Managers, Project Managers, Account Managers, Field Service technicians, the Client Services team, the Kastle Operations Center, and Video support to ensure an exceptional experience for clients with all aspects of their Kastle experience.
• Provide follow-up to internal and external stakeholders as needed.
• Share insights and feedback from clients to help improve processes and product offerings.

Training and Development (10%)

+/- 5%

• Engage in ongoing training and skill development to stay current with product knowledge, company policies, processes, and best practices in client support. Develop a deep understanding of the client’s security and facilities needs and provide advice on Kastle and industry best practices.
• Mentor and train new hires, entry-level client support representatives and other team members.

Project Support / Special Projects (5%)

+/- 5%

• Monitor project schedules and progress, support and liaise with key stakeholders.
• Examples include but are not limited to: Manage change in access profile, Schedule conversion, review billable service order, review floor plans.

Region-Specific:

• May have technical expertise within the team and becomes the “owner” for that task on the team such as updating schedules for clients or performing specific programming requests for destination elevators, etc.
• May provide back up for CSM on tasks such as but not limited to onboarding new customers, providing brief MyKastle training, working with project management to create test cards.
• May join CSM on large deployments and serve as liaison and brand ambassador for Kastle on client site (i.e. Apple Wallet deployment, QA for KP, etc…)
• May assist with special projects based on input from the CSM such as creating new access profiles, schedules conversion, mass enrollment.
• May work closely with Management on queue assignment.

Qualifications
Required Education and Experience

• High school diploma or equivalent; some college coursework or degree is a plus.
• Exceptional communication skills, both written and verbal.
• Extensive experience in a client support or customer service role, with a track record of expertise in the organization's products and services.

Desired Education and Experience

• Bachelor's degree or equivalent work experience.

Additional Eligibility Requirements

• • Required to obtain and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) which they are working.
  • Excellent interpersonal skills, with a focus on empathy, patience, and active listening.
  • Ability to build and maintain client relationships.
  • Ability to work in a fast-paced environment and handle multiple client inquiries simultaneously.
  • In-depth knowledge of the company's products, services, and industry.