Support Center Supervisor

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The Support Team Supervisor owns frontline support operations, driving high-quality service delivery, operational efficiency, and consistent end-user experience. This role leads day-to-day support of on-site and corporate associates, develops team members, and ensures strong performance across ticket management, reporting, and process standardization.

Work Location:

The position is based at the Gables Residential Headquarters in Atlanta, GA. Our current hybrid work model requires three days per week in the office and allows two days per week remote, though this may evolve over time. The role includes travel up to 6 times per year for training, internal meetings, and multifamily industry or technology‑related conferences.

Essential Duties and Responsibilities:

Team Leadership & Development

• Lead frontline support associates through regular coaching, ticket review, and escalation guidance, while also taking an active, hands‑on role in resolving support tickets - including troubleshooting, documenting findings, and driving issues through to full resolution.
• Stay current on system updates, enhancements, and process changes, and ensure the team remains informed and aligned.
• Conduct regular team meetings to drive communication, alignment, and development.
• Manage scheduling, time-off approvals, and team coverage to ensure consistent support availability.

Support Operations

• Oversee daily ticket activity within the support platform, ensuring timely resolution and adherence to SLAs.
• Serve as a primary escalation point for frontline support questions and issues.
• Manage the IT on-call schedule, including coordination and coverage planning.

Quality Assurance & Performance

• Perform quality assurance reviews of frontline tickets and provide actionable feedback.
• Monitor service performance and ensure alignment with internal standards and SLAs.
• Generate and distribute monthly ticket aging and performance reports to IT leadership.

Reporting & Analytics

• Analyze ticket trends and support metrics to identify performance gaps and improvement opportunities.
• Deliver clear, data-driven insights on support metrics and team performance.

Process & Documentation

• Develop and maintain standardized documentation for support processes to reduce reliance on institutional knowledge.
• Ensure documentation is accurate, current, and consistently followed.

Compliance & Audit Support

• Support IT audit and compliance activities, including user access reviews and documentation.
• Ensure adherence to internal processes, SLAs, and audit requirements.

Additional Responsibilities

• Pursue continuous professional development by staying current on technology trends, engaging in self‑directed learning, and maintaining awareness of company policies and procedures.
• Perform other duties as needed to support team and organizational priorities.

Knowledge, Skills, and Abilities:

• Strong understanding of ticketing systems, escalation processes, and issue lifecycle management.
• Ability to translate technical updates into clear business impacts.
• Well-developed documentation skills, with the ability to create clear, accurate, and well-structured process and system documentation.
• Excellent analytical and problem-solving skills, including the ability to troubleshoot complex application issues.
• High attention to detail with strong organizational and follow-through skills.
• Strong customer service orientation with the ability to effectively support end users.
• Exceptional communication and interpersonal skills, enabling effective collaboration across all levels of the organization.
• Experience supporting enterprise applications or property management platforms, including troubleshooting, configuration, reporting, and system enhancements or rollouts.
• Adaptability and willingness to learn new technologies and tools.
• Demonstrated initiative, self-motivation, and commitment to continuous improvement.
• Strong prioritization skills with the ability to assess urgency, impact, and importance.
• Collaborative team player who contributes to team goals and continuous improvement efforts.

Education & Experience:

• Bachelor's degree in a related field preferred; equivalent work experience will be considered.
• Minimum of 3 years of experience in application support, systems support, or a related role in the multi-family industry.

Additional Preferred Experience

• Zendesk - Hands-on experience managing ticketing systems, including ticket workflows, escalations, reporting, and service performance monitoring
• Yardi (Voyager, Elevate and related modules) - Working knowledge of property management systems, including operations, accounting, user access, and issue troubleshooting.
• SuiteSpot - Familiarity with property operations and maintenance workflows, including unit turns, inspections, and work order management.
• VERO - Experience with applicant screening, leasing workflows, and integration with property management systems.
• Knock (CRM) - Understanding of leasing, marketing, and prospect management tools within a property management ecosystem.

If you're passionate about exceeding goals and providing exceptional customer service experiences, come join Gables in our mission of Taking Care!

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