Support Operations Manager

The Company

Findigs is on a mission to make residential leasing faster and fairer. Moving into a new rental should be neither opaque, nor a clunky experience. Backed by tier-1 investors across venture capital and real-estate, we're looking for passionate and bright individuals to make an out-sized impact at a rapidly growing startup. 

We’ve started by rethinking the rental application and screening processes from the ground up. Since launching our product, we've seen surging demand from building operators looking to use tech to make their leasing better. Every day, our technology plays a role in deciding where people live. Housing (shelter) is essential, so we have a responsibility and mandate to get it right. Findigs does not just make it easier to apply or be evaluated for a new place — we are committed to making the process more transparent, inclusive, equitable and awesome. 

Join this incredibly mission-driven, hard-working and humble team in this exciting journey to transform the world of residential leasing!

The Team

Our Support team is responsible for addressing technical issues for both enterprise and consumer Findigs users. In addition to day-to-day inquiries, the team is charged with improving their processes to better meet user needs, providing feedback from users back to customer-facing and development teams, and prioritizing ongoing training to ensure team members are equipped to provide the best user experience.

The Role

We are seeking an innovative Support Operations Manager to join our team. You'll be instrumental in refining our support strategies and elevating the overall customer journey. Collaborating closely with Customer Success and Onboarding teams, you'll ensure seamless transitions and exceptional experiences for our clients at every touchpoint. Leveraging your expertise in data-driven insights and streamlined processes, you'll work hand-in-hand with the product and engineering teams to develop cross-functional processes that enhance our support workflows, manage customer feedback loops, and drive excellence in customer service as we continue to scale.

Where you will make an impact:

• Establish data analysis and reporting process to identify trends, areas for improvement, and opportunities for enhancing the overall support strategy
• Regular reporting on standard metrics to key internal stakeholders
• Improve support workflow and processes, e.g. ticket management, escalation procedures, and resource allocation
• Identify / mitigate potential customer and team risks
• Establish processes with all teams to streamline/prevent escalations and help develop cross-team standard operating procedures
• Develop scalable support processes and implement strategies that can adapt to growth with minimal interruption
• Enable and perform support agent QA - implement tools to monitor agent interactions, and provide agent feedback

Qualifications of a successful candidate:

• 5+ years of experience in a customer-facing support or support operations role at a SaaS company2+ years experience in a people management or mentorship role
• Deep familiarity with standard support metrics, strategies, and workflows
• Deep familiarity of at least one major support service system provider, e.g. Salesforce Service Cloud (preferred), Zendesk, Kayako, etc
• Troubleshooting expert with a drive to investigate and identify solutions to technical issues
• Familiarity with support system add-ons, i.e. QA, automations, knowledge AI, shift planning, etc
• Experience in integrating tools into a main system
• Proven ability to lead, coach, and motivate support teams both technically and professionally; fosters a positive and collaborative work environment.
• Effectively interprets big-picture customer support data and makes data-driven decisions.
• Effectively interacts with off- and on-shore support teams; collaborates with cross-functional departments including engineering and product management; proactively address issues
• Adept at identifying and resolving challenges in support workflows and customer interactions.
• Deep understanding of customer satisfaction principles and a commitment to delivering an exceptional customer experience

Nice-to-haves:

• Experience working with off-shore support teams
• Project management experience
• Experience with Salesforce, Jira/Atlassian
• Experience with Property Management Systems
• Experience in real estate, property management, or apartment rental industry

What we offer:

• We are a mission driven company with a balanced and enjoyable workplace
• Competitive base salary + Pre-IPO equity + Benefits
• Unlimited paid time off – a minimum of two weeks required + mental health Friday once a month + 100% healthcare coverage, 401k matching up to 5%, gym comp, and snacks for days

Like our users, we come from a wide variety of backgrounds – Diversity, inclusion and being open to learning constantly means we have and hire great people. Diversity and inclusion make our team, our culture and our work stronger – we’re committed to continuing this as we grow. We are an equal opportunity employer and as such all applicants will be considered based solely upon merit and directly relevant professional competencies.