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Technical Support Team Manager 🔥


Founded in 2011, Rently is a smart home and self-guided touring hardware and software provider. Our all-in-one solution allows real estate operators to provide best-in-class touring and living experiences for their current and future residents while optimizing their leasing efficiency and expanding revenue opportunities.

By using Rently, renters can tour a single family home or multifamily apartment on their schedule, move in/out, and control their smart home devices all with just the phone in their pocket. Meanwhile, property managers can remotely control access, manage energy, monitor activity, and prevent damage without ever having to leave their office.

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We are thrilled you’re interested in a role at Rently! We look forward to reviewing your qualifications soon.
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The Technical Support Team Manager is responsible for supporting and empowering a team of Technical Support Managers to provide an excellent customer experience by troubleshooting and resolving customer issues. Accountable for supervising a remote team, ensuring quality customer experience, accurate ticket resolution, team member development and training opportunities. The Technical Support Team Manager will serve as a key conduit of communication for other groups such as deployment, customer success, production, and engineering. Reporting to the Sr. Director of Client Success & Renter Support, the Technical Support Team Manager plays a critical role in Rently's success.
Job Duties:

  • Manage call center operations for Technical Support Team
  • Develop and manage support processes
  • Monitor and manage customer support SLAs and OKRs
  • Manage remote teams, perform recurring reviews, conduct weekly meetings, and provide support status updates
  • Manage ticketing Systems and funnels
  • Responsible for schedule management
  • Accurately report team’s performance
  • Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, events
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Provide a high level of actionable insight and data analysis to provide value for our customers
  • Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork
  • Demonstrate an increasing level of knowledge and comprehension of Rently products and integrations
  • Create a culture of continuous improvement and learning for individual professional development
  • Accurately documents and updates client records, support notes and interactions (Salesforce, Dialpad, Confluence, etc.)
  • Ensure compliance with Rently best practices while following established policies and procedures

Skills & Qualifications:

  • 7+ years of experience in support or other client facing roles
  • 3+ years of experience in management of a team
  • Experience with Service Cloud or other ticketing systems
  • Experience in scaling teams
  • Experience with SaaS
  • General knowledge of software applications (i.e. Salesforce, Slack, Google Apps, Domo)
  • Demonstrable ability to effectively recruit, develop, and employ

Bonus Skills & Qualifications:

  • Bachelor's or Associate’s degree
  • Real Estate or PropTech industry experience
  • Experience with transiting to 24/7 support

For applicants located in California, the salary range for this full-time role is expected to be $75,000-$95,000 per year. This range is a reflection of base salary only, not of a total compensation package. Please note Rently reserves the right to pay more or less than the posted range, depending on the candidate's experience and qualifications, and that the expected salary range may be different for candidates located outside of California.
Benefit Highlights:

  • 75% monthly medical, dental, vision, disability, and life insurance premium coverage via Anthem Blue Cross with 2 HMO options (where available) and 2 PPO options. FSA, STD, LTD, and other voluntary plans available. Coverage extends to employee, spouse, registered domestic partner, and dependent children.
  • 401k with 3% Rently match
  • Paid time off
  • Sick time off
  • Partial gym membership reimbursement
  • Partial pet insurance reimbursement
  • Career growth opportunities
  • Professional development opportunities
  • Work related travel opportunities (dependent on role)
  • Company gatherings & team events

And more!

Rently is an ISO 27001 and PIMS 27701 Certified Organization

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

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The ability to work remotely increases employee happiness by 20 percent.