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About the Role

Utility Profit is seeking a Support Team Manager to lead the partner-facing support function, ensuring property management partners receive responsive, knowledgeable, and proactive support. This is a hands-on leadership role involving team management, partner relationship management, technical troubleshooting, and escalation ownership in a fast-moving SaaS environment.

Responsibilities

Lead the day-to-day operations of the partner Support team.
Coach team members on partner communication, troubleshooting, prioritization, and issue resolution.
Establish clear expectations around response times, follow-up, documentation, and ownership.
Prioritize incoming requests and ensure high-impact partner issues receive appropriate attention.
Review team performance and identify opportunities for coaching, process improvements, and additional training.
Create consistency in how partner questions, issues, and escalations are handled.
Serve as an escalation point for property management partners when issues require additional attention.
Build strong relationships with partners and become a trusted resource.
Conduct partner calls to troubleshoot issues, review workflows, provide training, and discuss product or process changes.
Proactively identify accounts showing signs of dissatisfaction, disengagement, or churn risk.
Partner with internal teams to develop appropriate retention or resolution strategies for at-risk accounts.
Help partners understand how to get the most value from Utility Profit.
Take ownership of complex partner issues and coordinate across internal teams until resolved.
Troubleshoot account configuration, PMS syncs and integrations, utility mapping, reporting, platform behavior, and other technical or operational issues.
Distinguish between configuration issues, data problems, mapping inaccuracies, product bugs, and process gaps.
Keep partners informed throughout the resolution process and ensure issues are followed through to completion.
Identify recurring problems and escalate broader trends.
Work closely with Product, Engineering, Onboarding, Sales, Account Management, and Operations to improve the overall partner experience.
Surface recurring partner feedback and product pain points.
Communicate the scope and business impact of bugs and product gaps.
Participate in testing and rollout of new features and partner workflows.
Improve internal processes, documentation, and training.
Ensure partner-facing teams are prepared for product and process changes.
Identify opportunities to reduce support volume through better tooling, automation, education, and product improvements.

Requirements

Proven track record with at least 2+ years as a manager of a customer-facing team.
Experience in B2B customer support, customer success, account management, implementation, or a similar partner-facing role, preferably within SaaS or technology.
Experience working in property management or supporting property management teams.
Strong written and verbal communication skills, including via phone and video call.
Excellent organization and follow-through.
Comfortable learning software platforms, integrations, and technical workflows.
Ability to translate technical issues into clear explanations for nontechnical customers.
Takes ownership rather than simply passing problems to another team.
Can confidently lead a partner conversation when something has gone wrong while also gathering the information needed to understand what actually happened.
Comfortable moving between people leadership, partner conversations, technical troubleshooting, and internal coordination throughout the day.
Understands that great support isn't just about responding quickly—it's about communicating clearly, following through, and making sure the same problem doesn't continue happening.
Enjoys developing people and building processes, but is also willing to jump into the work alongside the team when needed.
Naturally looks for patterns and figures out why problems are happening and what can be changed to prevent them.

Skills

Team management
Partner relationship management
Technical troubleshooting
Escalation management
SaaS environment
Problem-solving
Customer experience
Partner communication
Prioritization
Issue resolution
Documentation
Account health
Retention strategies
Platform adoption
Operational efficiency
Revenue opportunities
Account configuration
PMS syncs
Integrations
Utility mapping
Reporting
Platform behavior
Product bugs
Process gaps
Cross-functional collaboration
Product feedback
Written communication
Verbal communication
Phone communication
Video call communication
Organization
Follow-through
Software platforms
Integrations
Technical workflows
People leadership
Internal coordination

Location

Austin, TX

Work Type

Hybrid

Experience Level

2+ years as a manager of a customer-facing team

About the Company

Utility Profit helps property management companies simplify utility onboarding while creating a better, more efficient process for their teams.
As Support Team Manager, you'll have a meaningful role in shaping how we support our partners as we grow.
You'll work closely with leadership and our Product and Engineering teams, giving you the opportunity to influence both the partner experience and the products and processes behind it.