Support and Operations Manager, TresRE

CINC Systems • Duluth, GA

6h

About The Position

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.

Requirements

• 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)
• 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

Nice To Haves

• Experience with lockbox, ACH, or credit card payment processing is a plus, but not required

Responsibilities

• 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
• 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
• 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
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level