Gables
Support Center Supervisor
Atlanta Corporate - Atlanta, GA
Sponsorship not specifiedDetected 30 days ago
CRMAccountingCustomer SupportZendeskLeadershipCommunicationCollaborationProblem SolvingMentoringAdaptability
About the role
- Our current hybrid work model requires three days per week in the office and allows two days per week remote, though this may evolve over time.
- Sign up for our job alerts to learn about future openings of interest by clicking the "my account" icon at the top of the page and selecting the job alerts option from the drop down.
Responsibilities
- Lead frontline support associates through regular coaching, ticket review, and escalation guidance, while also taking an active, hands‑on role in resolving support tickets - including troubleshooting, documenting findings, and driving issues through to full resolution.
- Conduct regular team meetings to drive communication, alignment, and development.
- Oversee daily ticket activity within the support platform, ensuring timely resolution and adherence to SLAs.
- Serve as a primary escalation point for frontline support questions and issues.
- Perform quality assurance reviews of frontline tickets and provide actionable feedback.
- Analyze ticket trends and support metrics to identify performance gaps and improvement opportunities.
- Deliver clear, data-driven insights on support metrics and team performance.
- Develop and maintain standardized documentation for support processes to reduce reliance on institutional knowledge.
- Support Operations
- Compliance & Audit Support
Nice to have
- Bachelor's degree in a related field preferred
- equivalent work experience will be considered.
- Minimum of 3 years of experience in application support, systems support, or a related role in the multi-family industry.
- Zendesk - Hands-on experience managing ticketing systems, including ticket workflows, escalations, reporting, and service performance monitoring
- Yardi (Voyager, Elevate and related modules) - Working knowledge of property management systems, including operations, accounting, user access, and issue troubleshooting.
- SuiteSpot - Familiarity with property operations and maintenance workflows, including unit turns, inspections, and work order management.
- Experience with applicant screening, leasing workflows, and integration with property management systems.
- Knock (CRM) - Understanding of leasing, marketing, and prospect management tools within a property management ecosystem.
Skills
- Strong understanding of ticketing systems, escalation processes, and issue lifecycle management.
- Ability to translate technical updates into clear business impacts.
- Excellent analytical and problem-solving skills, including the ability to troubleshoot complex application issues.
- High attention to detail with strong organizational and follow-through skills.
- Exceptional communication and interpersonal skills, enabling effective collaboration across all levels of the organization.
- Adaptability and willingness to learn new technologies and tools.
- Demonstrated initiative, self-motivation, and commitment to continuous improvement.
- Strong prioritization skills with the ability to assess urgency, impact, and importance.
Compensation
- The role includes travel up to 6 times per year for training, internal meetings, and multifamily industry or technology‑related conferences.
Benefits
- Manage scheduling, time-off approvals, and team coverage to ensure consistent support availability.
- Manage the IT on-call schedule, including coordination and coverage planning.
- Pursue continuous professional development by staying current on technology trends, engaging in self‑directed learning, and maintaining awareness of company policies and procedures.
This listing is sourced directly from Gables's careers page and normalized into a canonical job model.