Support and Operations Manager, TresRE

Position: Support and Operations Manager, TresRE Location: Duluth, GA

Job Id: 557 # of Openings: 1

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

Apply for this Position