Support Manager

INHABIT IQ•Alpharetta, GA

2d•Onsite

About The Position

Inhabit is a software company serving the residential and vacation property management industries. It delivers best-in-class software solutions while fostering industry-leading innovation and collaboration. Powered by its diverse team of business leaders and industry experts, the company focuses on providing property management professionals more choice through its software ecosystems. Inhabit believes that property managers are central to the success of the residential and vacation housing markets and delivers products built to empower them, their investors, and communities. Inhabit’s private equity partners include Goldman Sachs Asset Management, Insight Partners, Greater Sum Ventures and PSG. These are committed to helping support the company’s commitment to property management software solutions. To learn more, visit Inhabit.com. The Support Manager role at Inhabit is a people-focused leadership position responsible for building, coaching, and scaling a high-performing support organization across two applications supported on different technology stacks. This role balances people leadership and operational excellence while also serving as an escalation point for complex or high-impact client issues. The Support Manager will lead day-to-day people management while driving key cross-functional projects, including the evaluation and merger of ticketing systems, creation and maintenance of support processes and documentation, enablement and training programs, and the launch of an AI-powered chat bot. This role partners closely with Product, Engineering, and other internal stakeholders to ensure consistent, efficient, and scalable support experiences.

Requirements

Experience supporting SaaS or technology platforms.
Experience implementing or managing AI-driven support tools or chat bots.
Familiarity with support system migrations or consolidations.
Prior experience working in the FinTech or Payments industry.

Nice To Haves

Bachelor’s Degree or other relevant certifications, licenses, or training is a plus!

Responsibilities

Lead, coach, and develop a team of support professionals across multiple applications and technology stacks.
Provide ongoing performance management, feedback, and career development for existing team members.
Hire, onboard, and train new support team members to ensure consistent standards and success.
Foster a positive, inclusive, and accountable team culture focused on continuous improvement.
Own and evolve support processes to ensure efficiency, consistency, and scalability across platforms.
Lead initiatives to document workflows, troubleshooting guides, and internal knowledge bases.
Partner with cross-functional teams to standardize support practices where appropriate while accounting for platform-specific needs.
Serve as an escalated point of contact for complex client requests or issues that require additional attention, coordination, or leadership involvement.
Lead and execute projects to evaluate, change, and merge ticketing systems across support teams.
Drive the planning and launch of an AI chat bot, including workflow design, training content, and continuous optimization.
Identify opportunities to automate, streamline, or improve support operations through tools and technology.