Manager, Support

Entrata, Inc.

Job Overview

Location

Essen, Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As the Manager, Support at Entrata, Inc., you will be at the forefront of ensuring our valued customers receive unparalleled technical assistance for our industry-leading property management software suite. This pivotal role involves leading and mentoring a dedicated team of front-line technical support professionals, empowering them to deliver advanced, efficient, and empathetic solutions to complex customer challenges.
• You will be instrumental in shaping the day-to-day operations and overall performance of the support team, establishing benchmarks for excellence and ensuring that every customer interaction reflects Entrata's commitment to quality and customer satisfaction. Your leadership will directly impact our ability to retain customers, enhance their product experience, and solidify Entrata's reputation as a trusted partner in property management.
• This position requires a strategic thinker with a proven ability to manage a high-performing team, optimize support processes, and foster a culture of continuous improvement. You will be responsible for overseeing the resolution of intricate technical issues, acting as a critical escalation point, and collaborating closely with various internal departments to drive product enhancements and improve the overall customer support ecosystem.
• Key responsibilities include managing team schedules, performance metrics, and professional development to ensure optimal coverage and skill sets. You will conduct regular performance reviews, provide constructive feedback, and identify training needs to elevate the team's technical expertise and customer service acumen.
• A significant aspect of this role involves analyzing support trends, identifying recurring issues, and proactively developing solutions to prevent future occurrences. This data-driven approach will be crucial in minimizing customer impact and improving the overall stability and usability of Entrata's software.
• You will work hand-in-hand with Product, Engineering, and Customer Success teams to communicate customer feedback, advocate for necessary product improvements, and ensure that support insights are integrated into the product development lifecycle. This cross-functional collaboration is essential for creating a seamless and positive customer journey.
• The Manager, Support will also be responsible for developing and refining support documentation, knowledge base articles, and internal training materials to ensure consistency and accuracy across the team and to empower customers with self-service resources.
• You will champion best practices in technical support, staying abreast of industry trends and emerging technologies to continuously enhance our support methodologies and tools.
• Leading by example, you will foster an environment of collaboration, accountability, and innovation within the support team, encouraging problem-solving and a proactive approach to customer needs.
• This role offers a unique opportunity to make a substantial impact on Entrata's growth and success by ensuring that our customers receive the highest level of technical support, thereby strengthening their loyalty and driving long-term partnerships.
• You will be responsible for managing the team's workload, ensuring efficient ticket allocation, and monitoring service level agreements (SLAs) to guarantee timely and effective resolutions.
• Developing and implementing strategies to improve first-contact resolution rates and reduce average handling times will be a key focus, directly contributing to operational efficiency and customer satisfaction.
• You will also play a role in the recruitment and onboarding of new support team members, ensuring they are equipped with the knowledge and skills to succeed in a fast-paced, dynamic environment.
• Ultimately, your leadership will be the driving force behind a world-class technical support function that not only resolves issues but also builds stronger customer relationships and contributes to Entrata's overall mission of refining living experiences.

🎯 Requirements

• Proven experience in a technical support leadership or management role, with a strong track record of managing and developing high-performing teams.
• Deep understanding of software support methodologies, ticketing systems, and customer relationship management (CRM) principles.
• Excellent problem-solving, analytical, and critical thinking skills, with the ability to diagnose and resolve complex technical issues.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with internal teams and communicate technical information to both technical and non-technical audiences.
• Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent practical experience.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and holiday schedule.
• Opportunities for professional development and career advancement within a rapidly growing company.
• A dynamic and collaborative work environment with a focus on innovation and employee well-being.

Skills & Technologies

Onsite

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Entrata, Inc.

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About Entrata, Inc.

Entrata provides cloud-based property management software for multifamily and single-family rental housing operators. Its unified platform handles leasing, rent collection, maintenance, accounting, and marketing across residential portfolios. The company serves owners and managers of apartments, condos, student housing, and commercial properties in North America, integrating with smart-home IoT devices and payment systems.

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