Support and Operations Manager, TresRE
Posted
Support and Operations Manager, TresRE
The TresRE Support and Operations Manager leads the day-to-day operations of the TresRE team and oversees support delivered to TresRE clients. This role owns the end-to-end support experience — from incoming cases and product issues to lockbox payment processing and new client database setup — while also managing the people and performance of the team.
Key Responsibilities
Team Leadership & Daily Operations
- Lead daily operations of the TresRE team and support of TresRE clients
- Supervise the team, including staffing decisions, PTO requests, and performance reviews
- Prepare the training team for upcoming customer training sessions
Client Support Management
- Manage incoming support cases and emails, addressing customer concerns and questions
- Address product issues raised by clients
- Monitor support cases and JIRA tickets submitted by the team, escalating as needed to ensure timely resolution
Payment Processing Operations
- Lead the lockbox payment processing team
- Coordinate with the CINC payment processing team on shared workflows and issue resolution
- Coordinate lockbox and credit card processing services for clients
Implementation Support
- Provide backup support to Implementation Managers, including:
- Requesting the creation of new client databases
- Setting up and populating new databases
- Obtaining post office boxes for lockbox services
Qualifications
- Bachelor's degree preferred (Business Administration, Operations Management, or related field), or equivalent combination of education and experience
- 5+ years of experience in a support, operations, or team management role, ideally within real estate, property management, or SaaS; 2+ years of direct people-management experience (staffing, scheduling, performance reviews). Experience with lockbox, ACH, or credit card payment processing is a plus, but not required
- Strong customer service orientation with the ability to manage escalations effectively
- Familiarity with support ticketing systems (e.g., JIRA) and case management workflows
- Excellent organizational skills with the ability to manage multiple workstreams simultaneously
- Strong communication skills, both written and verbal, for cross-functional coordination
Reporting & Collaboration
- Works closely with Implementation Managers, the Training team, and the CINC payment processing team
- Escalates unresolved or high-priority issues to appropriate stakeholders in a timely manner