Manager, Support Operations

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail front office, BoldTrail Back Office and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations, to scale success at any level. BoldTrail delivers a unique technology ecosystem through custom branding, robust integrations, and high-quality add-on solutions, and delivers the next generation of the company’s legacy brands, including kvCORE, BoomTown, btPRO, Brokermint, and AmpStats solutions. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

The Manager, Support Operations is responsible for a variety of support areas related to the day-to-day operations of support. Ideal candidates for the Support Operations Manager position at Inside Real Estate are excellent communicators, data-driven, and thrive in fast-paced environments. The Support Operations Manager is obsessed with creating the best possible customer support experience while driving efficiency. The Support Operations Manager oversees and manages key operational contributors and responsibilities.

These responsibilities include: 

• 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

 

The Manager, Support Operations works closely with senior support leadership on a daily basis to drive the best possible customer support experience while balancing efficiency. Additionally, they will collaborate with other departments to maximize the value of shared tools and customer processes.

 

Ideal candidates for the Manager, Support Operations position are data-driven individuals who are solution oriented and thrive in fast-paced environments. They are go-getters who take initiative and strive for excellence. 

 

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.

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 contribu