Project Manager for Connected Products in a global material handling company. Coordinating team and driving project execution with focus on fleet management systems in hybrid work context.
About the role
- Manager of Technical Support at Entrata overseeing front-line technical professionals for software products. Focused on optimizing customer outcomes and team performance in a hybrid work environment.
Responsibilities
- 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
Requirements
- 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
Benefits
- 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
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