Client Support & Operations Lead

CINC Systems; Duluth (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

CINC Systems in Duluth, GA seeks a TresRE Support and Operations Manager to lead day-to-day operations, oversee client support, and own the end-to-end support experience, from cases to payment processing and database setup.

The role manages people, coordinates with the payment processing and implementation teams, and ensures timely resolution of issues while maintaining strong cross-functional communication.

Qualifications

• Bachelor's degree preferred in business, operations, or related field.
• 5+ years in support, operations, or team management; 2+ years in people management.
• Strong customer service orientation with effective escalation handling.
• Familiarity with ticketing systems like JIRA and case management workflows.

Responsibilities

• Lead daily operations of the TresRE team and support of TresRE clients.
• Supervise the team, including staffing, PTO requests, and performance reviews.
• Prepare the training team for upcoming customer training sessions.
• Manage incoming support cases and emails, addressing customer concerns and questions.
• Address product issues raised by clients.
• Monitor support cases and JIRA tickets, escalating as needed for timely resolution.
• Lead the lockbox payment processing team.
• Coordinate with the CINC payment processing team on shared workflows and issue resolution.
• Coordinate lockbox and credit card processing services for clients.
• Provide backup support to Implementation Managers, including setting up and populating new databases and obtaining post office boxes.

Skills

Team Leadership

Operations Management

Customer Service

Communication

Organization

JIRA

Education

Bachelor's degree

Tools

JIRA

Job description

CINC Systems in Duluth, GA seeks a TresRE Support and Operations Manager to lead day-to-day operations, oversee client support, and own the end-to-end support experience, from cases to payment processing and database setup.

The role manages people, coordinates with the payment processing and implementation teams, and ensures timely resolution of issues while maintaining strong cross-functional communication.