Team Management &Operations :Lead and mentor a team of customer care agents managing end-to-end tenant operations.Monitor SLAs, task closures, escalations, and ensure quality service across calls, chats, and emails.Conduct training, performance reviews, and support team growth.Escalations & Issue Resolution : Handle critical tenant escalations and unresolved issues by collaborating with property, finance, and accounts teams for fast resolutions. Log issues, analyze root causes, and implement preventive actions.Tenant Lifecycle Management :Oversee onboarding (KYC, contracts, data entry), in-stay support (service requests, check-ins), and deboarding (flat inspection, deposit coordination).Service Delivery & Process Improvements :Track service trends, close tickets within timelines, and update SOPs regularly for training and efficiency &Ensure consistent customer satisfaction.Reporting &Communication :Maintain dashboards, generate weekly performance and escalation reports & Bridge communication between tenants and internal departments.