Mgr, Support - ResidentVerify

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

The Manager of Technical Support is responsible for managing a background verification support team, working with an innovative suite of software products and providing world class support to businesses utilizing Entrata’s software products and services, specifically the ResidentVerify product.  The Manager of Technical Support will be responsible for managing a technical team of individuals providing background screenings, consumer dispute resolution, and advanced technical assistance to our customers who utilize and support our suite of property management solutions.  Our solutions utilize complex technologies and the associated issues require deep technical expertise, excellent problem solving skills, and advanced attention to detail.

Responsibilities include ensuring individual and team service level goals are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base. A successful candidate must be able to use their time effectively, set proper expectations, build relationships with employees, coworkers, and other business partners, manage performance, and adjust to internal and external trends. 

• Manages and oversees the operations associated with a team of front-line technical staff providing end-to-end support for the ResidentVerify product.
• Advocate internally and externally for the success of the customer, team, and department.
• Engage regularly with team members through team meetings, one on ones, and impromptu coaching sessions to ensure existing and new expectations are being met and document such interactions.
• Review team and department performance regularly utilizing data, trends, and feedback from employees and customers.
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives. Adjust hours of work, priorities, and staff assignments to ensure efficient operation, based on workload
• Reinforce and build processes that improve customer and employee experience and balance the team’s workload.
• Govern the daily, weekly and monthly schedules and tasks of the team.
• Be available for customer escalations and resolve all customer challenges.
• Collaborate with other departments to improve relationships, flow of information, and inter-departmental processes.
• Generate new ideas for special projects and take responsibility for assigned projects from department leadership and ensure completion with a high standard of quality.
• Organize and deliver onboarding training to ensure employee satisfaction and retention
• Practice discretion and confidentiality when handling sensitive information
• Responsible for recruiting, hiring and termination for the department
• Coach and develop others actively
• Foster open and cross-functional communication

• 3+ years of customer support experience in a SaaS organization
• Exemplifies all corporate values and adheres to all the corporate codes of conduct
• Strong business acumen and comfortability in developing executive relationships
• Approachable and able to clearly communicate technical items to team members and customers.
• Outstanding task management skills across a varied set of responsibilities in a fast-paced, high volume environment
• Willingness to be a hands-on contributor; excellent communication skills, including issue tracking, triaging and crisis management
• A history of achieving results through collaboration and successful teamwork
• World class customer service and communication skills, both verbal and written
• Excellent problem-solving skills 
• Demonstrated technical problem solving proficiency
• Proven coaching and mentoring abilities

• 2+ years of managing high performing teams in a complex, fast-paced environment.
• Industry experience in property management or property management related software
• 6+ years in a technology related field or technical support position in software

Benefits:

Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.

Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.

HSA/FSA options and employer-paid disability benefits provided for eligible employees.

Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.

Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs.

Family-centric leave policies supporting new parents during significant life events.

Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community.

Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.

Bi-annual swag drops for employees

Currently, Entrata hires in Arizona, Idaho, Nevada, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, Illinois, and Tennessee for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?