Job VC
Support Manager
Technologies
Description
This is a key operational role in the company.
You will be responsible for building a scalable customer support system that drives customer satisfaction, retention, and long-term value.
RealEstateBees is a product-driven B2B SaaS company in the Real Estate & Lead Generation space.
We operate in the US market, helping real estate investors connect with motivated homeowners, and we’re building an ecosystem of products and services for real estate professionals.
The company is in an active growth phase, transitioning from
“reactive support” to “system-driven customer experience.”
Your Area of Responsibility
🎧
Customer Support Ownership
Full ownership of customer support operations and processes
Inncoming support requests across all channels (chat, email, tickets)
Ensuring fast, high-quality, and consistent customer responses
Owning customer satisfaction and support-related KPIs
📊
Support Metrics & Performance
Ownership of key metrics:
First Response Time (FRT)
Resolution Time
CSAT / NPS
Ticket volume, backlog, and SLA compliance
Churn and retention insights related to support quality
🧠
Process & System Building
Designing and optimizing end-to-end support workflows
Implementing and improving ticketing systems, automations, and macros
Building and maintaining a self-service knowledge base and FAQs
Identifying recurring issues and driving process improvements
🤝
Cross-Functional Collaboration
Working closely with Product, Engineering, Sales, and Customer Success
Translating customer feedback into clear product insights
Escalating critical issues and coordinating resolutions
Supporting product launches and feature rollouts from a support perspective
🎯
What We’re Looking For
2+ years of experience in Customer Support or Support (preferably in SaaS)
Experience support operations
Strong understanding of customer support metrics and KPIs
Experience with helpdesk tools (Zendesk, Intercom, Freshdesk, etc.)
Customer-centric mindset with strong problem-solving skills
Excellent communication skills in English (written and spoken)
Nice to Have
Experience in B2B SaaS or product companies
Technical background or ability to work with APIs and product issues
Experience working with US customers
Experience building knowledge bases and self-service systems
Understanding of churn, retention, and customer lifecycle metrics
You will be responsible for building a scalable customer support system that drives customer satisfaction, retention, and long-term value.
RealEstateBees is a product-driven B2B SaaS company in the Real Estate & Lead Generation space.
We operate in the US market, helping real estate investors connect with motivated homeowners, and we’re building an ecosystem of products and services for real estate professionals.
The company is in an active growth phase, transitioning from
“reactive support” to “system-driven customer experience.”
Your Area of Responsibility
🎧
Customer Support Ownership
Full ownership of customer support operations and processes
Inncoming support requests across all channels (chat, email, tickets)
Ensuring fast, high-quality, and consistent customer responses
Owning customer satisfaction and support-related KPIs
📊
Support Metrics & Performance
Ownership of key metrics:
First Response Time (FRT)
Resolution Time
CSAT / NPS
Ticket volume, backlog, and SLA compliance
Churn and retention insights related to support quality
🧠
Process & System Building
Designing and optimizing end-to-end support workflows
Implementing and improving ticketing systems, automations, and macros
Building and maintaining a self-service knowledge base and FAQs
Identifying recurring issues and driving process improvements
🤝
Cross-Functional Collaboration
Working closely with Product, Engineering, Sales, and Customer Success
Translating customer feedback into clear product insights
Escalating critical issues and coordinating resolutions
Supporting product launches and feature rollouts from a support perspective
🎯
What We’re Looking For
2+ years of experience in Customer Support or Support (preferably in SaaS)
Experience support operations
Strong understanding of customer support metrics and KPIs
Experience with helpdesk tools (Zendesk, Intercom, Freshdesk, etc.)
Customer-centric mindset with strong problem-solving skills
Excellent communication skills in English (written and spoken)
Nice to Have
Experience in B2B SaaS or product companies
Technical background or ability to work with APIs and product issues
Experience working with US customers
Experience building knowledge bases and self-service systems
Understanding of churn, retention, and customer lifecycle metrics