Manager, Support - Entrata

Job Title: Manager, Support
Job Location: United States
Job Listing URL: https://jobs.lever.co/entrata/5b5a51fe-3056-4f62-ab44-25b37d0bb40a
Job Description: Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

The Manager of Technical Support is responsible for leading a team of front-line technical professionals providing advanced technical assistance for a suite of software products. This role manages team operations and performance, ensuring consistent, high-quality service to customers while collaborating cross-functionally to enhance support delivery. The manager drives continuous improvement efforts in processes and team capabilities to optimize customer outcomes and technical resolution efficiency.
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