Customer Support Manager – Real Estate CRM

About the role

You will lead the support team for a cloud‑based real‑estate CRM, handling complex escalations and acting as the bridge between customers and product development. The aim is fast, high‑quality support with fewer repeat issues.

Key responsibilities

• Lead and coach the support team, managing day‑to‑day operations.
• Own escalations, troubleshoot complex CRM issues, and set KPIs such as response time, resolution time, backlog, CSAT and issue recurrence.
• Collaborate with developers, QA and product teams to log, prioritise and close bugs.
• Build and maintain SOPs, FAQs and the knowledge base.
• Run onboarding and product training for customers and staff, and test new features before launch.
• Report on team performance and recommend product and process improvements.

Required profile

• 3+ years in support, call centre, telesales or SaaS sales, with 1‑2 years leading a team.
• Strong problem‑solving and communication skills in English, both written and spoken.
• Comfort handling escalations and difficult customers.
• Good understanding of web‑based software.

Required skills

• Experience with helpdesk or ticketing tools such as Zendesk, Freshdesk, Jira or ClickUp.
• Familiarity with APIs, webhooks or basic databases (nice to have).

What we offer

• Competitive salary and ownership of the support function.
• Career growth and leadership opportunities.
• Learning and development opportunities.