Support Content and Automation Manager

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail front office, BoldTrail Back Office and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations, to scale success at any level. BoldTrail delivers a unique technology ecosystem through custom branding, robust integrations, and high-quality add-on solutions, and delivers the next generation of the company’s legacy brands, including kvCORE, BoomTown, btPRO, Brokermint, and AmpStats solutions. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

The Support Content and Automation Manager is responsible for optimizing and expanding automation workflows, successfully leveraging AI to deliver customer resolutions, and overseeing support content operations. This role combines leadership and technical expertise to improve overall department efficiency, enhance scalability, and drive resolution.

Key Responsibilities:

Workflow Automation

• Implement, develop, and maintain scalable automation workflows to improve customer satisfaction and reduce associated operational costs
• Work to streamline manual workflows, case management, and escalation processes with automation.
• Track, analyze, and continuously assess automation performance to identify areas for improvement and implement corrective actions.

AI Effectiveness

• Develop, optimize, and maintain support AI solutions to improve customer service delivery, accuracy, and scalability.
• AI solutions include chatbots, voice AI tools, virtual assistants, and predictive analytics.
• Ensure that AI models are properly trained, updated, and optimized for support effectiveness and an enhanced customer experience.
• Analyze performance of AI solutions, providing insights into areas for improvement and ensuring the models perform at peak efficiency.

Content Operations

• Manage the support content contributors to effectively plan, organize, and develop content to drive the customers ability to self-serve, chatbot performance, and power AI initiatives.
• Ensure content contributors deliver new and updated content based on product updates and launches in a timely manner.
• Work with content contributors to regularly analyze case data to identify gaps in knowledge and address areas to develop and expand content.

Leadership

• Lead, mentor, and develop a high-performing support content and automation team.
• Foster a positive team culture focused on customer satisfaction and efficiency.
• Develop the professional skills of your team to encourage growth and advancement.

Performance Expectations

• Resolve 30% of all support case volume via automation and AI solutions.
• Regularly present performance reports to senior leadership and support stakeholders, highlighting key achievements and areas of opportunity for continued development.
• Stay up-to-date with the latest trends, best practices, and advancements in AI, providing insights into emerging technologies that could improve support operations.

Skills & Qualifications:

• Relevant and proven experience in customer support, operations management, or automation roles in a SaaS environment.
• Experience in using support management tools (e.g., Intercom, Zendesk, Salesforce)
• Strong technical abilities with a desire to solve real customer problems.
• Leadership ability to focus on team development and performance management.
• Keen problem solving with the ability to conduct qualitative and quantitative analysis.
• Adaptable to change and able to quickly learn new tools and technologies.
• Exceptional communication skills, both written and verbal.
• Strong organizational and time management skills.
• Strong attention to detail.

This role is ideal for someone with a strong background in support operations and automation, who is looking to lead change, drive efficiency, and make an impact on customer experience and business outcomes.

We offer a competitive total rewards package including:

• Competitive salary
• 3 Medical plans to choose from - 1 PPO and 2 HDHPs
• 2 Dental plans to choose from
• Vision
• HSA - company-funded
• FSAs - healthcare, limited purpose, dependent care
• Short-Term Disability - company-paid
• Long-Term Disability - company-paid
• Basic Employee Life Insurance - company-paid
• Voluntary Dependent Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness
• Voluntary Hospital Indemnity
• Legal Plan
• ID Protection
• Pet Insurance
• 401(k) Retirement Savings with company match
• Paid PTO/Vacation/Sick Time
• 11 company-recognized holidays
• Company-paid Parental/Disability Leave

In addition, at IRE, we focus on driving top results providing:

• Opportunities to grow within our company;
• Potential to work in a remote setting;
• Exciting/energetic work environment and fun, creative culture.

IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.