Support Services Manager (PTX62926)

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.

Key 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.

Disclaimer

This description is not intended to be an exhaustive list of duties. The employee may perform other duties as assigned to meet the ongoing needs of the organization. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this position.