Manager, Support Operations Full Time

Summary:

Inside Real Estate, a fast-growing, independently-owned real estate software firm, offers the Manager, Support Operations role. Serving over 500,000 top brokerages, agents, and teams, the company provides its BoldTrail portfolio, including front office, back office, and recruit solutions, to create a complete tech ecosystem. With a talented staff and accomplished leadership, Inside Real Estate drives innovation and success for its growing customer base.

Responsibilities:

• Managing support operations team members.
• Designing, implementing, and optimizing support processes.
• Ensuring support processes are adopted and run efficiently and effectively.
• Driving efficient case management across the various support teams.
• Monitoring performance metrics and alerting leadership of impacts to SLAs.
• Owning support staff onboarding, including new hire training programs, and offboarding.
• Driving IS best practices, training, and system requirements.
• Analyzing case data and identifying key insights and takeaways impacting performance.
• Managing support tools like case management systems, AI chatbot content and workflows, and support knowledge management platforms.

Requirements:

• Bachelor’s degree with 2+ years’ experience in a related role OR a minimum of 5 years’ experience in a related role.
• Direct experience in an operational role in a SaaS environment.
• Keen problem solving with the ability to conduct qualitative and quantitative analysis.
• Project Management skills and experience.
• Self-starter and comfortable taking initiative.
• Intellectually curious with a strong desire to see things to resolution.
• Adaptable to change and able to quickly learn new tools and technologies.
• Strong organizational and time management skills.
• Strong verbal and written communication skills.
• Strong attention to detail.
• Salesforce experience is preferred.
• Intercom experience is preferred.
• Confluence experience is preferred.
• General understanding of the Residential Real Estate Industry is preferred.

Benefits:

• Competitive salary.
• 3 Medical plans to choose from – 1 PPO and 2 HDHPs.
• 2 Dental plans to choose from.
• Vision.
• HSA – company-funded.
• FSAs – healthcare, limited purpose, dependent care.
• Short-Term Disability – company-paid.
• Long-Term Disability – company-paid.
• Basic Employee Life Insurance – company-paid.
• Voluntary Dependent Life Insurance.
• Voluntary Accident Insurance.
• Voluntary Critical Illness.
• Voluntary Hospital Indemnity.
• Legal Plan.
• ID Protection.
• Pet Insurance.
• 401(k) Retirement Savings with company match.
• Paid PTO/Vacation/Sick Time.
• 11 company-recognized holidays.
• Company-paid Parental/Disability Leave.
• Opportunities to grow within our company.
• Potential to work in a remote setting.
• Exciting/energetic work environment and fun, creative culture.