Support Services Manager (PTX2026)

RealManage•Plano, TX

1d•$80,000 - $90,000•Onsite

About The Position

Imagine working for a dynamic, technology-driven HOA management company that is rapidly expanding, offering abundant opportunities for career advancement, and fostering a company culture that genuinely supports its team members. RealManage has earned the prestigious Certified™ recognition from Great Place to Work®, a global authority on workplace culture, employee experience, and leadership excellence. This accolade is a testament to the positive feedback from our employees about their RealManage experience. At RealManage, we deeply value your professionalism and dedication. We are dedicated to ensuring your long-term career success and consider you not just an employee, but a valued member of our family. Join us at RealManage and be part of a thriving environment where growth, innovation, and supportive teamwork define our everyday operations. Summary The Manager, Support Services’ role is responsible for leading RealManage’s multi‑channel Support Services operations and overseeing the third‑party Resident Services call center (EXL). Accountable for service levels, quality assurance, incident management, reporting, and continuous improvement, the manager ensures consistent, accurate, and timely support across phone, chat, and email channels. Skilled in daily performance oversight, call‑driver analysis, escalation resolution, agent and supervisor coaching, and coordination with after‑hours service partners, while maintaining operational accuracy through CiraMail mailbox management. The role will expand to include leadership of the Client Services Tier 2 function, providing direction for specialized onboarding research, payment and deposit issue resolution, post‑conveyance research and refunds, GL corrections, and escalated AP/AR support. Adept at driving process optimization, cross‑department collaboration, and high‑quality resident and client experiences.

Requirements

High School Diploma or equivalent work experience is required
2-3 years of experience in call center or support leadership
Analytical capability for tracking call drivers, SLAs, and performance trends
High attention to accuracy, documentation quality, and compliance requirements
Ability to manage high‑volume, fast‑paced workloads
Basic to intermediate knowledge of MS Office Suite (Word, Excel, PowerPoint, Outlook)
Ability to work after regular business hours as needed to guarantee deliverables are met
Proficient in oral and written communication
Decision making, time management and organizational skills
Ability to coach and train
Ability to hit deadlines
Reliable and dependable
Ability to adapt to change
Problem solving skills

Nice To Haves

Preferred bachelor’s degree majoring in Business Management, or similar field
Experience with BPO (Business Process Outsourcing) environments
Experience with SharePoint, and MS Teams
Experience within the HOA (Homeowners Association) industry

Responsibilities

Lead daily operations of the multi‑channel Support Services team and the EXL call center, ensuring service levels, QA standards, and timely issue resolution.
Serve as the primary escalation point for complex resident issues, vendor concerns, and internal stakeholder inquiries.
Oversee incident management processes, including Call Center Incident Forms and follow‑up actions.
Produce and analyze daily/weekly reporting on call volumes, SLAs, QA results, call drivers, and operational risks.
Identify and implement process, policy, and technology improvements to enhance efficiency and reduce avoidable contacts.
Manage after‑hours vendor performance, ensuring accurate contact updates, coverage, and SLA adherence.
Provide real‑time support and decision guidance to agents and supervisors across phone, chat (3CX), and email channels.
Oversee inbound and outbound call operations, including queue management, staffing balance, and support for elevated onsite and HOA queues.
Direct outbound Colorado collection call‑outs, ensuring compliance, accuracy, and proper documentation.
Manage CiraMail mailboxes for Support Services and Resident Services, ensuring accurate attribution, SLA compliance, and proper documentation.
Lead future expansion of the Client Services Tier 2 function, including onboarding research, payment and deposit issue resolution, post‑conveyance support, GL corrections, and escalated AP/AR inquiries.
Collaborate cross‑functionally to support peak workloads, special projects, and continuous improvement initiatives.
Perform additional duties and support special projects as assigned to contribute to the effective management of the communities.