Customer Support Supervisor - Software Answers

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

About the Role

Software Answers Inc., provider of Oscar and CodeOne Property Management Systems, is seeking a Customer Support Supervisor to lead, mentor, and support our integrated Customer Support team.

This is a player-coach role: you will manage the combined support team across both platforms while continuing to engage directly with escalations and complex technical cases. You’ll set performance standards, drive process improvements, and foster a culture of collaboration and accountability.

You will report directly to the Director of Operations, ensuring alignment between support execution, customer experience, and broader operational goals.

Key Responsibilities

Leadership & Coaching

• Supervise, mentor, and develop the support team.
• Align workflows, escalation paths, and customer communication standards across both product lines.
• Provide coaching, regular feedback, and performance reviews to strengthen technical and service skills.
• Partner with the Director of Operations on staffing, resource allocation, and long-term team planning.

Hands-On Support (Player Role)

• Serve as Tier 2/Tier 3 escalation point for complex customer issues.
• Troubleshoot advanced problems using SQL queries, system logs, and diagnostic tools.
• Work directly with customers when issues require senior-level intervention.
• Collaborate with Product, QA, and Engineering teams to resolve bugs and influence product enhancements.

Process & Continuous Improvement

• Monitor KPIs across both platforms (e.g., response times, resolution rates, customer satisfaction).
• Drive initiatives to unify knowledge bases, training, and support documentation.
• Recommend and implement improvements in tools, automation, and workflows.
• Ensure scalable operations as the customer base and product lines continue to grow.

Qualifications

Required

• 4+ years of experience in software support, technical customer success, or helpdesk environments.
• 1–2+ years in a supervisory, lead, or coaching role.
• Strong technical troubleshooting skills with ERP, PMS, or accounting/finance systems.
• Industry background with Property Management Systems (long stay, hotels, vacation rentals, or multi-unit residential).
• Ability to use SQL, read system logs, and explain technical solutions clearly.
• Excellent interpersonal and communication skills with a balance of empathy and accountability.

Preferred

• Experience leading a support team covering multiple product lines.
• B2B SaaS support leadership experience.
• Familiarity with accounting workflows in housing, hospitality, or real estate.
• Experience with modern support platforms (Zendesk, Freshdesk, Salesforce, Intercom).

Why Join Software Answers?

• Leadership & Impact: Manage a unified support team across two flagship platforms.
• Direct Influence: Report to the Director of Operations and contribute directly to company growth and operational strategy.
• Growth & Learning: Continue developing leadership and technical expertise in a vertical SaaS environment.
• Flexibility: Remote-first culture with strong collaboration and professional development opportunities.

Compensation & Benefits

• Competitive salary based on experience
• 401(k) with matching
• Health, dental, and vision insurance
• Paid time off and holidays
• Remote work support and onboarding

Work Schedule

• Monday through Friday
• Occasional flexibility for escalations across time zones

If you're a tech-savvy, service-oriented professional with a passion for industry-specific software and meaningful customer relationships, we encourage you to apply.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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