About Inhabit
Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit.
Job Description Summary
We are seeking an experienced and highly operational Manager of Customer Support to lead day-to-day support delivery in a fast-paced, customer-facing environment. This role will oversee multiple support queues and develop the performance, processes, and people that drive exceptional service for our clients.
Reporting to the VP of Operations, you’ll work closely with two established team leads to ensure our support team operates at scale—proactively managing queues, balancing workloads, identifying trends, and coaching reps to success. You’ll also be instrumental in mentoring and growing our team leads into future leaders, ensuring they have the structure and support needed to thrive.
The ideal candidate has managed high-volume, ticket-based customer support teams (preferably in SaaS or tech-enabled services), understands how to lead through metrics, and is passionate about operational efficiency and team development.
The position is based in Hermosillo, Sonora, Mexico with oversight of both Mexico-based and U.S.-based employees, requiring strong cross-regional leadership.
What You’ll Do (Functions & Responsibilities)
- Own day-to-day support operations across multiple queues, ensuring workload balance, SLA adherence, and proactive resource allocation
- Monitor and manage queue performance—analyzing trends, backlogs, ticket aging, and rep throughput to optimize team efficiency
- Partner closely with two experienced team leads—removing blockers, mentoring them as developing leaders, and ensuring consistent team coaching and accountability
- Use metrics (e.g., response time, CSAT, ticket aging) to manage team performance and provide actionable insights
- Identify ticket trends, report emerging issues, and coordinate with cross-functional teams on incidents and outages
- Build and refine scheduling and staffing plans for a team working 7 days/week; lead conversations around staffing needs based on volume and performance
- Conduct regular coaching sessions with team leads and assist in performance reviews, training strategies, and rep development
- Drive documentation and knowledge-sharing processes to increase team self-sufficiency and reduce repeat issues
- Support cross-regional team coordination and foster a culture of accountability, collaboration, and customer focus
