Customer Care Leader

Company Overview

Aquilini Development, part of Aquilini Investment Group, has been creating homes across Canada for many years, bringing a European-inspired standard of craftsmanship and quality to its projects. The business is centered on making the best use of urban and rural land through well-considered developments designed to deliver lasting value. With a culture shaped by foresight, dedication, and integrity, the company remains closely connected to the Lower Mainland and the communities it serves. As part of the broader organization that owns the Vancouver Canucks, it embraces a strong winning attitude and an adaptable approach to growth in a changing real estate market.

Role Summary

This is a full-time, on-site position in Vancouver, British Columbia. The Customer Care Leader is responsible for managing the complete homeowner and resident service journey, serving as a main contact for questions, concerns, and after-move-in support. The role requires coordinating service requests and warranty-related matters, partnering with construction, sales, and property management teams to ensure issues are addressed quickly and professionally. The position also includes reviewing customer feedback, spotting recurring themes, proposing service enhancements, defining communication standards, keeping detailed records, preparing leadership reports, and helping train team members so service remains consistent and high quality.

Responsibilities

• Lead the end-to-end service experience for homeowners and residents.
• Respond to inquiries and manage post-occupancy support as the primary contact.
• Coordinate the handling of service requests and warranty concerns.
• Work closely with construction, sales, and property management teams to resolve issues promptly.
• Track customer feedback, identify trends, and suggest improvements to service delivery.
• Create and improve communication guidelines for customer interactions.
• Maintain accurate documentation and service records.
• Prepare reports and updates for leadership.
• Support training efforts to help team members maintain service standards.

Requirements

• Strong customer-first mindset with experience in customer service, customer support, and customer satisfaction.
• Excellent verbal and written communication skills for handling concerns and collaborating internally.
• Good analytical ability to review feedback, monitor service data, and spot patterns.
• Background in residential real estate, property development, or property management is considered an advantage.
• Ability to guide or coordinate teams, manage several priorities, and stay composed under pressure.
• Comfort using customer management platforms, ticketing tools, CRM software, spreadsheets, and email applications.
• High standards of integrity, empathy, and confidentiality when dealing with sensitive information.
• Post-secondary education in business, real estate, customer experience, or a related area, or an equivalent mix of education and experience.

Additional Information

No stipend or salary amount was provided in the source. No opening count, application deadline, start date, or role duration was specified.