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