About the Role
Customer Support Lead
Life Line Housing is seeking a compassionate and dependable Customer Support Lead to oversee resident and client support while ensuring that everyone who connects with our ministry experiences care, respect, and excellence. This position supervises day-to-day communication, resolves concerns, and ensures that all residents and visitors feel valued and heard.
The ideal candidate will have strong communication, problem-solving, and leadership skills, along with experience in customer service or human services. A degree in business, communications, or social services is preferred, and previous team-lead or supervisory experience is a plus. The Customer Support Lead must be mission-driven, detail-oriented, and able to maintain professionalism and confidentiality in all interactions.
Requirements
Education & Experience
Bachelor’s degree in Business Administration, Human Services, Social Services, Communications, or a related field preferred; an Associate’s degree or equivalent experience may be considered.
3+ years of experience in customer/resident support, service management, or client-facing roles. Prior supervisory or team-lead experience preferred.
Knowledge, Skills & Abilities
Customer & Personal Service: Deep knowledge of principles and processes for providing excellent service, assessing resident or client needs, and ensuring satisfaction.
Active Listening: Ability to give full attention to what residents, staff or volunteers are saying, ask clarifying questions, and understand the points being made.
Speaking & Writing: Excellent verbal and written communication skills to interact with residents, staff, and stakeholders.
Critical Thinking / Complex Problem Solving: Able to identify issues or conflicts, analyze information, and implement effective solutions.
Monitoring: Able to monitor team performance, resident support outcomes, service quality, and recommend improvements.
Service Orientation: A strong desire to help others and anticipate or meet their needs proactively.
Leadership & Teamwork: Ability to lead a team, coordinate tasks, mentor staff, and collaborate across departments.
Other Requirements
Demonstrated ability to handle sensitive or confidential information with discretion and integrity.
Comfortable working in a faith-based, recovery-oriented organizational environment.
Proficiency with customer-support systems, case management tools, CRM software, or relevant digital platforms.
Background check clearance and willingness to participate in ongoing training related to resident services, safety, and mission alignment.
About the Company
Life Line Housing (LLH) is a nonprofit transitional housing program providing a structured, faith-based pathway for individuals rebuilding life after addiction, homelessness, or incarceration.
Mission Statement
To provide a safe, supportive, and faith-centered sober living environment where individuals recovering from addiction can rebuild their lives through structured programs, spiritual growth, and practical skills development. Our goal is to empower residents to achieve lasting transformation and sustainable independence.
Vision Statement
Life Line Housing envisions a community where individuals overcoming addiction are equipped with the spiritual, emotional, and practical tools necessary to lead fulfilling, self-sufficient lives, rooted in faith and purpose.