Partner Support Team Manager

About the Role

Utility Profit is looking for a Support Team Manager to lead our partner-facing support function and ensure our property management partners receive responsive, knowledgeable, and proactive support.

This is a hands-on leadership role that combines team management, partner relationship management, technical troubleshooting, and escalation ownership. You'll lead the team responsible for supporting our property management partners while serving as the escalation point for complex account, platform, and operational issues.

The ideal candidate is comfortable working in a fast-moving SaaS environment, enjoys solving problems, and knows how to turn a frustrated partner interaction into a strong customer experience.

Partner Support Team Leadership

• Lead the day-to-day operations of the partner Support team.
• Coach team members on partner communication, troubleshooting, prioritization, and issue resolution.
• Establish clear expectations around response times, follow-up, documentation, and ownership.
• Help prioritize incoming requests and ensure high-impact partner issues receive appropriate attention.
• Review team performance and identify opportunities for coaching, process improvements, and additional training.
• Create consistency in how partner questions, issues, and escalations are handled.

Partner Relationships & Account Health

• Serve as an escalation point for property management partners when issues require additional attention.
• Build strong relationships with partners and become a trusted resource for their teams.
• Conduct partner calls to troubleshoot issues, review workflows, provide training, and discuss product or process changes.
• Proactively identify accounts showing signs of dissatisfaction, disengagement, or churn risk.
• Partner with internal teams to develop appropriate retention or resolution strategies for at-risk accounts.
• Help partners understand how to get the most value from Utility Profit, including platform adoption, operational efficiency, and revenue opportunities.

Escalations & Technical Troubleshooting

• Take ownership of complex partner issues and coordinate across internal teams until they are resolved.
• Troubleshoot account configuration, PMS syncs and integrations, utility mapping, reporting, platform behavior, and other technical or operational issues.
• Distinguish between configuration issues, data problems, mapping inaccuracies, product bugs, and process gaps.
• Keep partners informed throughout the resolution process and ensure issues are followed through to completion.
• Identify recurring problems and escalate broader trends rather than treating every issue as an isolated support request.

Cross-Functional Collaboration

Work closely with Product, Engineering, Onboarding, Sales, Account Management, and Operations to improve the overall partner experience.

You'll help

• Surface recurring partner feedback and product pain points.
• Communicate the scope and business impact of bugs and product gaps.
• Participate in testing and rollout of new features and partner workflows.
• Improve internal processes, documentation, and training.
• Ensure partner-facing teams are prepared for product and process changes.
• Identify opportunities to reduce support volume through better tooling, automation, education, and product improvements.

What We're Looking For

• Proven track record with at least 2+ years as a manager of a customer-facing team.
• Experience in B2B customer support, customer success, account management, implementation, or a similar partner-facing role, preferably within SaaS or technology.
• Experience working in property management or supporting property management teams.
• Strong written and verbal communication skills, including via phone and video call.
• Excellent organization and follow-through.
• Comfortable learning software platforms, integrations, and technical workflows.
• Ability to translate technical issues into clear explanations for nontechnical customers.

You'll Be Successful in This Role If You

• You take ownership rather than simply passing problems to another team.
• You can confidently lead a partner conversation when something has gone wrong while also gathering the information needed to understand what actually happened.
• You're comfortable moving between people leadership, partner conversations, technical troubleshooting, and internal coordination throughout the day.
• You understand that great support isn't just about responding quickly-it's about communicating clearly, following through, and making sure the same problem doesn't continue happening.
• You enjoy developing people and building processes, but you're also willing to jump into the work alongside your team when needed.
• And you naturally look for patterns. When several partners experience the same problem, your instinct isn't just to resolve each ticket-it's to figure out why it's happening and what Utility Profit can change to prevent it.