Manager of Support

Description

About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit.

Job Description Summary

We are seeking an experienced Manager of Support to lead our inbound support operations within the vacation rental property management tech industry. Reporting to the Vice President of Operations, this role will focus on managing and developing team leads who oversee diverse support teams, including technical integrations support and account support. These teams vary in tenure, seniority, and specialization, requiring a leader who can balance coaching, performance management, and operational efficiency while fostering a strong customer-centric culture.

Success in this role requires an experienced leader of leaders—someone skilled in developing team leads, helping them grow as managers, and ensuring they are effectively coaching and supporting their teams. The Manager of Support will play a pivotal role in leadership development, team growth, and operational improvement, ensuring that the organization continues to scale effectively while maintaining exceptional service quality.

This position requires a strong understanding of support operations, escalation handling, and strategic client relationships. The manager will oversee high-touch client support and technical issue resolution, ensuring that response times, customer satisfaction, and service quality are continuously improved. While this is not a deeply technical role, the ideal candidate will be well-versed in ticket escalation processes, identifying breaking issues, and managing operational pivots to drive efficiency.

The position is based in Hermosillo, Sonora, Mexico with oversight of both Mexico-based and U.S.-based employees, requiring strong cross-regional leadership.

Responsibilities

What You’ll Do (Functions & Responsibilities)

• Lead and develop a high-performing support team by coaching and mentoring team leads and senior reps.
• Analyze client issues and concerns, escalating critical problems appropriately while ensuring high customer satisfaction.
• Oversee daily team operations, including queue management (tickets, chat, phone) and service-level adherence.
• Drive operational efficiency by identifying trends, tracking key support metrics, and implementing process improvements.
• Handle and de-escalate high-priority client and internal escalations, becoming a trusted partner for key customers.
• Ensure proper ticket escalation processes—understanding when to escalate to development, what qualifies as an urgent or breaking issue, and working with teams using Jira or similar tools.
• Conduct quarterly and annual performance reviews, providing feedback, coaching, and corrective action when necessary.
• Support knowledge management by maintaining documentation, updating knowledge bases, and contributing to internal training materials.
• Participate in product planning meetings and collaborate with cross-functional teams as needed.
• Manage scheduling and staffing for a team that operates 7 days a week, 7:30 AM – 6:30 PM (without personally working extended hours).
• Assist with regional leadership responsibilities, including potential cross-team managerial support and cost management.
  
  
  

Qualifications

What We’re Looking For (Minimum qualifications)

• 10+ years of experience working in a SaaS or other technical product support environment working directly with B2B customers.
• 5 to 7 years of leadership experience in a customer support, call center, or SaaS environment.
• 2 to 3 years of experience managing leaders (team leads or managers) in a customer support, call center, or SaaS environment.
• Experience managing inbound customer support teams (preferably in software/SaaS).
• Proven escalation handling and de-escalation skills, with the ability to manage high-priority clients and issues.
• Expertise in CRM/ticketing systems such as Salesforce, Zoho, or Zendesk.
• Strong data analysis and reporting skills—ability to track trends and recommend operational changes.
• Proficiency in Excel (SQL is a plus).
• Experience with ticket escalation processes and bug tracking tools (e.g., Jira).
• Strong coaching and leadership development skills—able to grow teams, improve processes, and determine when hiring is needed vs. when operational changes should be made.
• Bilingual—Fluent in English and Spanish.
• Ability to travel to the U.S. at least twice per year.
  
  
  

Education Requirements

• Bachelor’s degree or comparable experience
  
  
  

Type

• Contractor
  
  
  

Location

• Hermosillo, Sonora, Mexico
  
  
  

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.

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