About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.

About ResMan

ResMan by Inhabit is the preferred growth partner that drives profitability and efficiency for nearly a thousand property management companies across the U.S. ResMan delivers the property management industry’s most innovative technology platform, making property investments and operations more profitable and easier to manage. ResMan’s platform unlocks a new path to growth for property management companies that deliver consistent NOI improvement and brilliant resident experiences easier than ever before. For more information, visit us at myresman.com.

Job Description Summary

The Customer Support Supervisor runs the day-to-day operations for a team of customer support agents supporting clients for all ResMan products. The Customer Support Supervisor is a critical leader within our Support organization who works with our agents and top clients, Customers at Risk and on the internal Watch List to provide best in class customer service.

The Customer Support Supervisor ensures the shift is staffed to cover call, chat, and ticket support while acting as the technical escalation prime for any agent or client requests. The Customer Support Supervisor provides ongoing coaching and mentoring for agents which includes training of new ResMan offerings and overall team development. Finally, the Customer Support Supervisor owns the performance of their support team by reporting and improving on quantitative (e.g. first contact time, first contact resolution, call wait time) and qualitative (e.g. CSAT, escalations) metrics.

Customer Support Supervisor work with newer ResMan support agents to prime general support/how to issues, determine when issues should be escalated, and defines development plans for agents to specialize in 1-2 areas of ResMan.

The Customer Support Supervisor works with experienced ResMan support agents who specialize in several ResMan offerings. The Customer Support Supervisor ensures the agents continue their specialization, learns new areas of expertise, and provide an exceptional support experience for ResMan’s critical and most technical clients.

The Customer Support Supervisor works to meet the needs of the business in relation to supporting our customers and ensuring accurate and timely delivery of solutions.

What You’ll Do (Functions & Responsibilities)

• Organizing the onboarding and training of new ResMan Support agents of internal processes.
• Training of newly promote agents with regard to internal processes, Department SOP, escalations.
• Supervision of case distribution to teams whether manual or the established automated processes.
• Involved in the daily operations for agent access and success in helpdesk technology.
• Responsible for handling SSO errors for customers when accessing the Knowledge Center.
• Responsible for updating Support reporting metrics and provide reports from SalesForce as needed by leadership regarding agent SLA, including CSaT reviews.
• Supervises the overall team schedule as it relates to open ResMan company hours and customer needs.
• Direct supervisory responsibilities of the customer support agents.
• Processes payroll and PTO requests for respective teams and ensure the needs of the customers are met.
• Work with clients and other support agents to troubleshoot technical issues with ResMan’s suite of products.
• Utilize effective questioning techniques to identify issues; able to clearly communicate steps necessary to resolve issues, consistently confirms successful completion of troubleshooting to ensure effective resolution.
• Commitment to Providing Excellent Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; follows-through on commitments.
• Works in partnership with Support Leadership, Product Managers and premier ResMan partners to organize and lead bootcamp training sessions for Support ResMan SW topics to help increase knowledge and improve overall troubleshooting skills.
• Evaluates automated agent tools and Support Department SOPs for recommendations
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things. Possesses strong both Oral and Written communication skills.
• Strong Planning/Organizing skills - Prioritizes and plans work activities; uses time efficiently.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments. Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments prepared and on time.
• Customer requests for Professional Service case monitoring and tracking for metrics.
• Assists with general incoming cases and weekend emergency coverage as needed or scheduled

What We’re Looking For (Minimum qualifications)

• Existing Support Agent or Technical Account Manager displaying a strong technical grasp of at most aspects of the ResMan Product and premier partner products. And utilization of that knowledge to create a better, more successful customer experience through coaching and mentoring agents.
• Experience resolving complex issues without escalation.
• Experience in escalating cases direct to Product Management Teams in accordance with ResMan’s Incident Management Policy and processes.
• Consistent daily resolution of cases that meet or exceed the team median.
• CSAT scores that exceed the median score of the Support organization
• Strong oral and written communication skills specific to conveying product knowledge to customers
• Effectively provide solutioning for customers for long-term or interim
• Effective utilization of ResMan’s Incident Management SOP congruent with Salesforce contributing to the accuracy of case reporting metrics and case SLA

Education Requirements

• Bachelor's Degree or equivalent experience

Type

• Full Time, Salaried, Non-Exempt

Location

• Plano, TX (Hybrid)

Benefits Include

• Competitive Pay
• Health Insurance: Medical, Dental, Vision and Prescription Plans
• Health Savings Accounts
• Flexible Spending Account
• Dependent Flexible Spending Account
• Critical Illness
• Accident
• Retirement Savings Plan (401K) with discretionary company match
• Short and Long Term Disability
• Company Paid $25,000.00 life insurance
• Supplemental Life and AD&D Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Vacation
• Paid Volunteer Time
• Inhabit Employee Discount Programs

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.