Customer Support Supervisor - Software Answers

United States

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Customer Support Supervisor – Software Answers Inc.

Location: Remote (U.S. based preferred)
Job Type: Full-time
Reports To: Director of Operations

About the Role

Software Answers Inc., provider of Oscar and CodeOne Property Management Systems, is seeking a Customer Support Supervisor to lead, mentor, and support our integrated Customer Support team.

This is a player-coach role: you will manage the combined support team across both platforms while continuing to engage directly with escalations and complex technical cases. You’ll set performance standards, drive process improvements, and foster a culture of collaboration and accountability.

You will report directly to the Director of Operations, ensuring alignment between support execution, customer experience, and broader operational goals.

Key Responsibilities

Leadership & Coaching

  • Supervise, mentor, and develop the support team.
  • Align workflows, escalation paths, and customer communication standards across both product lines.
  • Provide coaching, regular feedback, and performance reviews to strengthen technical and service skills.
  • Partner with the Director of Operations on staffing, resource allocation, and long-term team planning.

Hands-On Support (Player Role)

  • Serve as Tier 2/Tier 3 escalation point for complex customer issues.
  • Troubleshoot advanced problems using SQL queries, system logs, and diagnostic tools.
  • Work directly with customers when issues require senior-level intervention.
  • Collaborate with Product, QA, and Engineering teams to resolve bugs and influence product enhancements.

Process & Continuous Improvement

  • Monitor KPIs across both platforms (e.g., response times, resolution rates, customer satisfaction).
  • Drive initiatives to unify knowledge bases, training, and support documentation.
  • Recommend and implement improvements in tools, automation, and workflows.
  • Ensure scalable operations as the customer base and product lines continue to grow.

Qualifications

Required

  • 4+ years of experience in software support, technical customer success, or helpdesk environments.
  • 1–2+ years in a supervisory, lead, or coaching role.
  • Strong technical troubleshooting skills with ERP, PMS, or accounting/finance systems.
  • Industry background with Property Management Systems (long stay, hotels, vacation rentals, or multi-unit residential).
  • Ability to use SQL, read system logs, and explain technical solutions clearly.
  • Excellent interpersonal and communication skills with a balance of empathy and accountability.

Preferred

  • Experience leading a support team covering multiple product lines.
  • B2B SaaS support leadership experience.
  • Familiarity with accounting workflows in housing, hospitality, or real estate.
  • Experience with modern support platforms (Zendesk, Freshdesk, Salesforce, Intercom).

Why Join Software Answers?

  • Leadership & Impact: Manage a unified support team across two flagship platforms.
  • Direct Influence: Report to the Director of Operations and contribute directly to company growth and operational strategy.
  • Growth & Learning: Continue developing leadership and technical expertise in a vertical SaaS environment.
  • Flexibility: Remote-first culture with strong collaboration and professional development opportunities.

Compensation & Benefits

  • Competitive salary based on experience
  • 401(k) with matching
  • Health, dental, and vision insurance
  • Paid time off and holidays
  • Remote work support and onboarding

Work Schedule

  • Monday through Friday
  • Occasional flexibility for escalations across time zones

If you're a tech-savvy, service-oriented professional with a passion for industry-specific software and meaningful customer relationships, we encourage you to apply.

 

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