Manager, Tier 1 Support
Remote /
IRE - Support – Customer Support /
/ Remote
Inside Real Estate is a fast-growing, profitable, privately-held company and a technology leader in the real estate industry. In an industry where fluctuation is often the norm, we don’t merely adapt. We create. We innovate. We lead. We discover solutions to new challenges and make something remarkable. We are on a mission to simplify workflows for Real Estate companies around the country, and we are looking to add to our team.
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
Qualiifications
- 4+ years of support experience
- 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 enjoy:
Small company feel, with big company growth, support, and stability
Competitive compensation, bonus opportunities, and great benefits including Medical, Dental, Vision, HSA, FSA, 401k Retirement Savings, voluntary benefits, paid time off and paid holidays
401K Employer Matching
Company-paid Parental Leave
A focus on driving top results in a fun environment
Opportunities to grow within our company
Potential to work in a remote setting
Exciting/energetic work environment and fun, creative culture
EEO - 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.
