Team Support Officer

Job Description

This is a high-impact, hands-on role that combines administrative excellence, digital fluency, and proactive coordination to enable Community Managers to spend more time on high-value relationship and operational priorities. The role is critical to the smooth running of HOA operations, the timely delivery of homeowner communications, the integration of AI and digital tools into daily workflows, and the institutionalization of best practices across the function.

About the Role

The Team Support Officer Community Management serves as the operational backbone of the Community Management team, acting as the central coordination point that keeps the team running with precision, pace, and quality.

Responsibilities:

• Team Coordination & Operational Support
• Serve as the central coordination point of the Community Management team, ensuring seamless communication and information flow between team members, Community Managers, homeowners, and external stakeholders.
• Coordinate and track team tasks, deadlines, and deliverables using project management tools; maintain a real-time dashboard of all open community management activities and action items.
• Triage incoming requests, monitor follow-through, and ensure no item is left unactioned.
• Documentation, Reporting & Communications
• Prepare, format, and distribute polished reports, meeting minutes, board resolutions, and community notices using advanced Excel and PowerPoint skills.
• Maintain a library of standardized templates for all community communications, ensuring brand consistency and professionalism.
• Produce professional presentations and visual reports for HOA board meetings, senior management, and community stakeholders, ensuring all materials reflect brand standards and are delivered on time.
• HOA Meeting & Event Management
• Manage the scheduling and logistics of HOA board meetings, Annual General Meetings (AGMs), community events, and internal team meetings.
• Prepare agendas, board packs, and pre-read materials; coordinate post-meeting follow-ups and action tracking.
• Ensure 100% of HOA board meetings and AGMs are held on schedule with complete documentation delivered in advance.
• Data, Records & Compliance Management
• Maintain and update HOA community databases, homeowner records, service charge registers, violation trackers, and maintenance logs.
• Generate data-driven reports and analytics for management review using Excel and visualization tools.
• Monitor and maintain compliance calendars, including inspection schedules, service contract renewals, insurance deadlines, and regulatory submission dates; proactively alert the team of upcoming milestones.
• Homeowner & Stakeholder Liaison
• Act as the first point of contact for homeowner queries, complaints, and requests; log, triage, and route issues to the appropriate Community Manager or department.
• Ensure timely resolution and follow-through on all homeowner-facing matters, maintaining a high standard of service and professionalism.
• Handle sensitive homeowner and board information with discretion and confidentiality at all times.
• Procurement & Vendor Coordination
• Support procurement and vendor coordination by processing purchase requests, tracking work orders, and following up with contractors on behalf of Community Managers.
• Maintain vendor performance records and assist with contractor compliance documentation.
• Digital & AI Enablement
• Leverage AI tools (e.g., ChatGPT, Microsoft Copilot, Claude automation platforms) to streamline administrative workflows, generate draft communications, summarize meeting notes, and enhance team productivity.
• Identify opportunities to embed digital and automation tools into existing workflows, championing their adoption across the team.
• Build and maintain centralized dashboards and trackers that provide real-time visibility into portfolio health and team performance metrics.

Qualifications

Bachelor's degree in business administration, Real Estate, Management, or a related field. Diploma or coursework in Property Management, Community Management, or Project Management (Preferred)