Support and Operations Manager, TresRE

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