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

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

Flexible and transparent culture with remote and hybrid work options
Generous vacation time
Frequent company recharge days for work-life balance
Comprehensive medical, dental, and vision coverage, including fertility benefits
HSA/FSA options
Employer-paid disability benefits
Access to 401(k) or similar retirement plans with employer matching
Wellness initiatives promoting physical and mental well-being
Access to an onsite gym at HQ
Mental health resources
Wellness challenges
Employee assistance programs
Family-centric leave policies
Entrata Cares programs offering opportunities for volunteerism
Discounts on services or local business partnerships
Bi-annual swag drops

Support Manager

Key skills