Technical Customer Support Manager

REM CRM is seeking a skilled and customer-oriented Technical Support Manager to lead its technical support team and deliver exceptional service to users of our real-estate CRM platform. The successful candidate will have a solid background in technical and software support, team leadership, troubleshooting, and effective communication with customers. This role requires close collaboration with product and development teams to ensure timely resolution of technical issues and continuous improvement of the support experience.

Key Responsibilities

- Lead and oversee the daily operations of the Technical Support team, ensuring smooth and efficient support delivery.
- Manage complex technical issues and handle customer escalations professionally.
- Monitor and enhance response and resolution times for customer inquiries.
- Provide timely, professional, and effective technical assistance to customers.
- Troubleshoot CRM-related problems and guide the support team in resolving technical challenges.
- Collaborate with developers, QA, and product teams to investigate and fix software bugs and system issues.
- Track and follow up on reported issues until full resolution is achieved.
- Maintain and improve support processes, including SOPs, FAQs, and knowledge base content.
- Monitor support tickets, customer complaints, recurring issues, and team performance metrics.
- Identify recurring technical problems and suggest improvements to products or processes.
- Conduct product training and onboarding sessions for both customers and support staff.
- Assist in testing new CRM features, releases, integrations, and system updates.
- Prepare regular performance reports on support activities for management review.
- Establish and track key support KPIs such as response time, resolution time, ticket backlog, customer satisfaction, and issue recurrence.
- Work closely with Sales, Customer Success, Product, and Development teams to enhance the overall customer experience.
- Ensure thorough documentation of customer issues, resolutions, and technical procedures.

Required Qualifications

- 3 to 6 years of experience in technical support, software support, CRM support, SaaS support, or related fields.
- Minimum 1 to 2 years of experience managing or leading a technical or customer support team.
- Strong troubleshooting and problem-solving skills.
- Good understanding of web-based software and CRM platforms.
- Excellent communication and customer service skills.
- Ability to professionally manage technical escalations and challenging customer situations.
- Effective coordination skills with developers and technical teams.
- Familiarity with ticketing/helpdesk systems and support workflows.
- Strong documentation and reporting capabilities.
- Proficient English communication skills, both written and verbal.
- Ability to thrive in a fast-paced technology environment.

Preferred Qualifications and Benefits

- Experience with SaaS or cloud-based CRM products.
- Background in real-estate software or PropTech.
- Knowledge of APIs, integrations, webhooks, or basic database concepts.
- Experience in customer onboarding and software training.
- Familiarity with tools such as Jira, ClickUp, Zendesk, Freshdesk, or similar platforms.
- Understanding of software development and QA processes is an advantage.

Benefits

- Opportunity to lead the technical support function of a growing real-estate technology product.
- Professional and growth-oriented work environment.
- Exposure to CRM, SaaS, and real-estate technology sectors.
- Career advancement and leadership opportunities.
- Access to learning and development programs.

This position is based on-site, providing direct interaction with the team and customers.