Support Solutions Lead

About Onboard

Onboard is the industry's first end-to-end bulk internet management partner, transforming internet service from an operational challenge into a strategic asset for property owners and managers. Based in Salt Lake City, Utah, we create, deploy, support, and manage comprehensive internet programs for multi-family, single-family, and commercial properties nationwide. Our integrated platform automates the operational, financial, and technical aspects of internet programs, while our dedicated support teams ensure seamless connectivity experiences for hundreds of thousands of residents. By handling everything from contract negotiation to resident support, we enable property managers to focus on their core business while we turn their internet service into a profit center.

Department Overview

The Support & Ops Department provides customer service for residents and property management teams, while delivering operational support for Onboard's integrated platform. The department handles customer inquiries, resolves service issues, manages data operations, and ensures quality control across all support interactions. With teams operating 365 days a year, the department serves as the primary customer service interface between Onboard's technology platform and its end users. The department hires for both US-based and Philippines-based positions across all teams.

Position Overview

The Support Solutions Lead drives strategic continuous improvement and major account implementation initiatives while managing a team of 3-5 Support Solutions Analysts. This role serves as the pinnacle of support excellence, focusing on building scalable processes, optimizing department-wide operations, and ensuring successful pilot projects with VIP clients. The position is split equally between hands-on strategic project work as an individual contributor (50%) and team management responsibilities (50%). The Lead handles the most complex and time-consuming improvement initiatives while developing team capabilities and serving as the primary liaison between Support operations and cross-functional partners including PMO, Implementation Teams, Learning & Development, and service providers.

This position is part of the Support Solutions Team within the Support Group and reports to the Support Manager.

Core Objectives

• Lead and develop a high-performing team focused on continuous improvement and strategic implementation
• Drive department-wide process optimization initiatives that enhance operational efficiency and customer satisfaction
• Execute pilot projects with major new client accounts to build custom support frameworks and scalable solutions
• Foster cross-functional collaboration to ensure successful onboarding of VIP clients and new service providers

Day-to-Day Responsibilities

Primary Responsibilities

• Handle the most complex and time-consuming continuous improvement projects, including department-wide process redesigns, new tool implementations, and strategic initiatives as individual contributor work
• Directly supervise 3-5 Support Solutions Analysts including coaching, development, and project oversight
• Lead pilot projects with major new client accounts to design custom support procedures, escalation paths, and service frameworks
• Partner with PMO, Implementation Teams, and Learning & Development to coordinate large-scale support initiatives

Additional Responsibilities

• Maintain ongoing one-on-ones with analysts on your team
• Design and implement workflows for new service provider integrations across the support organization
• Conduct root cause analysis on systemic support challenges and develop lasting solutions
• Analyze department-wide metrics to identify improvement opportunities and measure project impact
• Facilitate cross-functional workshops and meetings to gather requirements and drive consensus
• Present strategic recommendations and project updates to Support leadership
• Manage relationships with business-level contacts at major client accounts and service providers
• Develop training strategies in partnership with Learning & Development for new processes and tools

Schedule & Availability

Operating Hours

• US-based office hours on Mountain Time or Eastern Time schedule
• Monday through Friday
• Follows Onboard corporate calendar

Schedule Flexibility

• Full-time position
• Work-from-home position with optional hybrid arrangement for those local to Salt Lake City
• Must be available for leadership meetings and cross-functional collaboration sessions