We're looking for a
Service Support Manager who thrives at the intersection of technology, operational leadership, and system-level accuracy. Someone who sees workflows as architecture, data as infrastructure, and service as a strategic function, not a reactive one.
This is operational ownership at scale.
What you'll Own: - End-to-end execution of Service & Support operations across BuildOn's core platforms, ensuring accuracy, efficiency, and consistency in every customer interaction
- Optimization of service workflows to improve productivity, reduce friction, and scale support processes
- Oversight of customer and estimating data integrity within Echelon, VEO Design Studio and Indago.
- Management of complex service escalations, driving timely resolution with customers and vendors
- Cross-functional coordination with Sales, Implementation, Development, and Integration teams to align priorities and delivery timelines
- Implementation of new processes, tools, and operational improvements that enhance system reliability and team performance
- Quality assurance standards for documentation, system updates, and customer-facing outputs
- Reporting and performance metrics that support data-driven decision-making and continuous improvement
- Onboarding, coaching, and performance development of Service & Support team members
- Continuous evaluation and refinement of service standards to ensure scalable, high-quality customer outcomes
Who You Are- 3-5 years in service operations, estimating, product configuration, or data management
- Experience managing cross-functional workflows in a technology-driven environment
- Strong attention to detail with a QA-oriented mindset
- Experience with support platforms such as BoldDesk, Zendesk, Salesforce, or similar systems
- Comfort using reporting tools and metrics to guide decisions
- Exceptional organizational and communication skills
- A proactive, solutions-driven mindset
Bonus:
Experience in homebuilding, construction tech, or SaaS environments.
