Manager, Support
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Monthly Salary:
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Job Summary
Responsibilities:
- Leads a team delivering technical support for complex software solutions ensuring efficient operations and customer satisfaction
- Engages regularly with team members through structured meetings and coaching sessions to align performance with organizational goals
- Oversees scheduling task management and team workload balancing to support business priorities and service level objectives
- Drives improvements in team processes operational metrics and customer satisfaction by leveraging data and feedback
- Serves as an escalation point for high-impact customer issues and manages timely resolution
- Collaborates with other departments to streamline processes and improve inter-team communication
- Recruits hires and manages team performance including development and disciplinary actions
- Facilitates onboarding and training to drive employee engagement and long-term retention
- Leads special projects as assigned by department leadership ensuring timely and high-quality execution
Essential Functions:
- Manage and oversee technical support team operations and staffing
- Resolve escalated customer issues while maintaining high service quality
- Analyze team performance using operational data and customer feedback
- Ensure successful execution of departmental objectives and priorities
- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently
- Maintain professional interaction with internal and external stakeholders
- Ability to work in a fast-paced and high-stress environment
Minimum Qualifications:
- Strong leadership and interpersonal skills with a proven ability to manage high-performing teams
- Demonstrated success in customer support roles within a SaaS or software environment
- Excellent analytical and problem-solving skills with attention to detail
- Effective communicator capable of presenting complex technical information clearly
- Ability to manage multiple tasks in a fast-paced environment with competing priorities
- 3 years of experience in customer support roles within a SaaS or software company
- 2 years of experience managing technical support or similar teams
- 6 years in a technology-related field or technical support position
AI and Operational Fluency
AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
Strategic Oversight: Exercise critical judgment as the Human-in-the-Loop by auditing AI outputs for factual accuracy brand alignment and the removal of hallucinations.
Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear context-rich prompts to achieve consistent high-quality results across various business domains.
This band covers the full salary range for the role. Your offer within this range will depend on factors like experience skills and internal equity.
Level - M2
Required Experience:
Manager
About Company
Entrata property management software connects all of your property data and processes, allowing you to create better experiences for everyone. Better property management software.
