Customer Support Manager - Tier 1

Inside Real Estate is a fast-growing, innovative company specializing in real estate technology. We empower real estate professionals with the tools and technology they need to succeed.

As a leader in the industry, we are committed to providing best-in-class solutions that drive real results for our clients.

The Tier 1 Support Manager is a customer-centric advocate who leads and manages an assigned Tier 1 Support Team. In this role, you will work closely with Tier 1 Specialists and Team Leads to ensure all members are knowledgeable, accountable, and productive.

You will also work closely with other support leaders to ensure your team is properly handling customer issues to resolve any problems in a timely manner.

The Tier 1 Support Manager is directly responsible for driving the performance and success of their assigned Tier 1 Support Team and all direct reports.

Additionally, you will be responsible for the development of your staff in order to drive internal professional growth.

Responsibilities :

• Managing the success of the Tier 1 Support Team and driving performance to hit all KPIs
• Ensuring Tier 1 Specialists are escalating cases appropriately to the Tier 2 Support Team
• Monitoring assigned cases to ensure Specialists are maintaining balanced workloads
• Collaborating with other Support leadership to improve the overall customer support experience and internal communication between teams
• Maintaining deep product expertise on all kvCORE product updates and rollouts
• Analyzing case content and customer / rep interactions for ongoing process and performance improvements
• Identifying opportunities and solutions for team training needs
• Holding weekly meetings with your team to review monthly and quarterly team performance, provide updates on processes and cover any other applicable items
• Holding weekly 1-1s with Team Leads
• Holding monthly performance reviews with assigned Specialists
• Displaying exemplary phone, email, and chat service skills
• Displaying professionalism in all written and verbal communications

Qualifications & Skills :

• 4+ years experience in a technical support role
• Four year degree or 2+ Years of SaaS support management experience
• Strong personnel management skills
• Strong organizational and time management skills
• Self-starter and comfortable taking the initiative
• Keen problem solving with a unique ability to think on your feet
• Ability to deliver world-class customer service
• Intellectually curious with a strong desire to see things to resolution
• Ability to work and multi-task in a fast-paced environment
• Adaptable to change and able to quickly learn new tools and technologies
• Experience with other technologies such as Google Services, Salesforce, Wordpress, Intercom, JIRA, and Slack
• Familiarity with SaaS solutions and enterprise-level customers is a plus
• General understanding of the Real Estate Industry
• Superior professional communication skills (written and verbal)

At Inside Real Estate (IRE), enjoy a small company feel with big company growth, support, and stability.

We offer a competitive total rewards package including :

• 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

In addition, at IRE, we focus on driving top results providing :

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting / energetic work environment and fun, creative culture.

IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.