Product/ Application Support Manager

ABOUT WIN:

Founded in 1993, WIN is a highly innovative PropTech company, building new disruptive software platforms and products for the massive real estate industry. We have the stability and brand recognition as a 30-year old company along with the curiosity and energy of a start-up. We are an Entrepreneur 500 company, Entrepreneur Fastest Growing company, and recognized as the Most Innovative Home Services Company.

OUR CULTURE:

Our colleagues are driven by curiosity and tinkering and a desire to make an impact. They enjoy a culture of high energy and collaboration where we listen to each other with empathy, experience personal and professional growth, and celebrate small victories and big accomplishments. Click here to learn more about our company and culture: https://www.linkedin.com/company/winhomeinspection/life

ABOUT THE PRODUCT/APPLICATION SUPPORT MANAGER:

We are looking for an exceptional Product/ Application Support Manager to lead and elevate a small but growing product support team. This role requires a hands-on leader who can quickly become a subject matter expert on our proprietary systems and processes while inspiring the team to deliver exceptional performance.

You will oversee day-to-day support operations, ensuring prompt issue resolution and the creation of scalable processes that drive continuous improvement. The ideal candidate will set the bar for diligence, accountability, and ownership, fostering a culture where client issues are resolved methodically, effectively, and on time.

KEY RESPONSIBILITIES:

1. Rapidly learn and become the go-to expert on all proprietary systems, cloud-based tools, and internal platforms to effectively guide the team.
2. Lead, mentor, and develop a small but growing team of product support specialists, fostering a collaborative and high-performance environment.
3. Monitor ticketing systems to ensure timely, methodical, and effective issue resolution, while tracking daily, weekly, and monthly performance metrics.
4. Develop robust processes to document solutions, creating a scalable knowledge base for ongoing improvements.
5. Regularly review team logs and individual contributions, identifying gaps and providing targeted feedback and training to enhance performance.
6. Maintain proactive and transparent communication with internal stakeholders and clients, ensuring issues are addressed efficiently with clear updates.
7. Partner with cross-functional teams during system rollouts and product updates, preparing the team to adopt changes seamlessly.
8. Conduct targeted training to ensure the team is equipped to handle complex issues and deliver on expectations.

REQUIRED QUALIFICATIONS:

1. 5-10 years in product/application support roles, including at least 2 years leading small teams in a performance-driven environment.
2. Strong background in supporting cloud-based platforms and managing ticketing systems such as Jira, Zendesk, or ServiceNow.
3. Proven ability to mentor, train, and hold teams accountable while maintaining a positive, results-focused work environment.
4. Exceptional written and verbal communication skills in English with a clear, client-first approach.
5. Ability to monitor KPIs, analyze data, and implement process improvements that drive team performance.
6. A problem solver who thrives on creating scalable systems and improving team capabilities.
7. Willingness to support rotational shifts and occasional weekend operations to ensure seamless support coverage.

WHY JOIN US?

1. Leadership Opportunity: Build and develop a small but growing team of product support professionals.
2. Innovative Systems: Work with cutting-edge, proprietary technology in a truly unique franchise system.
3. Impactful Role: Drive operational excellence and create scalable solutions that directly impact business success.
4. Collaborative Culture: Join a team that values ownership, results, and continuous improvement while celebrating milestones, big and small.

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