<h2><strong>About the Role</strong></h2> <p>Utility Profit is looking for a <strong>Support Team Manager</strong> to lead our partner-facing support function and ensure our property management partners receive responsive, knowledgeable, and proactive support.</p> <p>This is a hands-on leadership role that combines <strong>team management, partner relationship management, technical troubleshooting, and escalation ownership</strong>. You'll lead the team responsible for supporting our property management partners while serving as the escalation point for complex account, platform, and operational issues.</p> <p>The ideal candidate is comfortable working in a fast-moving SaaS environment, enjoys solving problems, and knows how to turn a frustrated partner interaction into a strong customer experience.</p> <h2><strong>What You'll Own</strong></h2> <h3><strong>Partner Support Team Leadership</strong></h3> <ul> <li>Lead the day-to-day operations of the partner Support team.</li> <li>Coach team members on partner communication, troubleshooting, prioritization, and issue resolution.</li> <li>Establish clear expectations around response times, follow-up, documentation, and ownership.</li> <li>Help prioritize incoming requests and ensure high-impact partner issues receive appropriate attention.</li> <li>Review team performance and identify opportunities for coaching, process improvements, and additional training.</li> <li>Create consistency in how partner questions, issues, and escalations are handled.</li> </ul> <h3><strong>Partner Relationships & Account Health</strong></h3> <ul> <li>Serve as an escalation point for property management partners when issues require additional attention.</li> <li>Build strong relationships with partners and become a trusted resource for their teams.</li> <li>Conduct partner calls to troubleshoot issues, review workflows, provide training, and discuss product or process changes.</li> <li>Proactively identify accounts showing signs of dissatisfaction, disengagement, or churn risk.</li> <li>Partner with internal teams to develop appropriate retention or resolution strategies for at-risk accounts.</li> <li>Help partners understand how to get the most value from Utility Profit, including platform adoption, operational efficiency, and revenue opportunities.</li> </ul> <h3><strong>Escalations & Technical Troubleshooting</strong></h3> <ul> <li>Take ownership of complex partner issues and coordinate across internal teams until they are resolved.</li> <li>Troubleshoot account configuration, PMS syncs and integrations, utility mapping, reporting, platform behavior, and other technical or operational issues.</li> <li>Distinguish between configuration issues, data problems, mapping inaccuracies, product bugs, and process gaps.</li> <li>Keep partners informed throughout the resolution process and ensure issues are followed through to completion.</li> <li>Identify recurring problems and escalate broader trends rather than treating every issue as an isolated support request.</li> </ul> <h3><strong>Cross-Functional Collaboration</strong></h3> <p>Work closely with <strong>Product, Engineering, Onboarding, Sales, Account Management, and Operations</strong> to improve the overall partner experience.</p> <p>You'll help:</p> <ul> <li>Surface recurring partner feedback and product pain points.</li> <li>Communicate the scope and business impact of bugs and product gaps.</li> <li>Participate in testing and rollout of new features and partner workflows.</li> <li>Improve internal processes, documentation, and training.</li> <li>Ensure partner-facing teams are prepared for product and process changes.</li> <li>Identify opportunities to reduce support volume through better tooling, automation, education, and product improvements.</li> </ul> <h2><strong>What We're Looking For</strong></h2> <ul> <li>Proven track record with at least 2+ years as a manager of a customer-facing team.</li> <li>Experience in <strong>B2B customer support, customer success, account management, implementation, or a similar partner-facing role</strong>, preferably within SaaS or technology.</li> <li>Experience working in property management or supporting property management teams.</li> <li>Strong written and verbal communication skills, including via phone and video call.</li> <li>Excellent organization and follow-through.</li> <li>Comfortable learning software platforms, integrations, and technical workflows.</li> <li>Ability to translate technical issues into clear explanations for nontechnical customers.</li> </ul> <h2><strong>You'll Be Successful in This Role If You...</strong></h2> <p>You take ownership rather than simply passing problems to another team.</p> <p>You can confidently lead a partner conversation when something has gone wrong while also gathering the information needed to understand what actually happened.</p> <p>You're comfortable moving between <strong>people leadership, partner conversations, technical troubleshooting, and internal coordination</strong> throughout the day.</p> <p>You understand that great support isn't just about responding quickly—it's about communicating clearly, following through, and making sure the same problem