Banyan Software is seeking a Customer Support Supervisor to lead, mentor, and support the integrated Customer Support team for Software Answers Inc., provider of Oscar and CodeOne Property Management Systems, to improve customer experience and operational goals.
Requirements
- Strong technical troubleshooting skills with ERP, PMS, or accounting/finance systems.
- Ability to use SQL, read system logs, and explain technical solutions clearly.
- Industry background with Property Management Systems (long stay, hotels, vacation rentals, or multi-unit residential).
- Experience with modern support platforms (Zendesk, Freshdesk, Salesforce, Intercom).
- Familiarity with accounting workflows in housing, hospitality, or real estate.
- B2B SaaS support leadership experience.
- Experience leading a support team covering multiple product lines.
Responsibilities
- Supervise, mentor, and develop the support team.
- Align workflows, escalation paths, and customer communication standards across both product lines.
- Serve as Tier 2/Tier 3 escalation point for complex customer issues.
- Troubleshoot advanced problems using SQL queries, system logs, and diagnostic tools.
- Collaborate with Product, QA, and Engineering teams to resolve bugs and influence product enhancements.
- Monitor KPIs across both platforms (e.g., response times, resolution rates, customer satisfaction).
- Drive initiatives to unify knowledge bases, training, and support documentation.
Other
- 4+ years of experience in software support, technical customer success, or helpdesk environments.
- 1–2+ years in a supervisory, lead, or coaching role.
- Excellent interpersonal and communication skills with a balance of empathy and accountability.
- Bachelor's degree or equivalent experience.
- Ability to work in a remote-first culture with strong collaboration and professional development opportunities.
