Center Supervisor

Overview

The Support Team Supervisor owns frontline support operations, driving high-quality service delivery, operational efficiency, and consistent end-user experience.

The role leads day-to-day support of on-site and corporate associates, develops team members, and ensures strong performance across ticket management, reporting, and process standardization.

Work location:

Gables Residential Headquarters in Atlanta, GA. Hybrid model: three days in office, two days remote. Travel up to 6 times per year for training, internal meetings, and conferences.

• Team Leadership & Development:
  Lead frontline support associates through coaching, ticket review, escalation guidance, and hands‑on ticket resolution. Keep the team current on system updates, conduct regular meetings, manage scheduling, time‑off approvals, and ensure consistent coverage.
• Support Operations:
  Oversee daily ticket activity, ensuring timely resolution and SLA adherence; serve as primary escalation point; manage IT on‑call schedule and coordination.
• Quality Assurance & Performance:
  Perform QA reviews of tickets, monitor service performance, generate monthly ticket aging and performance reports to IT leadership.
• Reporting & Analytics:
  Analyze ticket trends, support metrics, deliver data‑driven insights, identify gaps and improvement opportunities.
• Process & Documentation:
  Develop and maintain standardized support documentation; ensure accuracy, currency, and consistent use.
• Compliance & Audit:
  Support IT audit and compliance activities, including user access reviews and adherence to internal processes, SLAs, and audit requirements.
• Additional Responsibilities:
  Pursue continuous professional development, stay current on tech trends, perform other duties as needed.

• Strong understanding of ticketing systems, escalation processes, and issue lifecycle management.
• Ability to translate technical updates into clear business impacts.
• Well‑developed documentation skills.
• Excellent analytical and problem‑solving skills; ability to troubleshoot complex application issues.
• High attention to detail, strong organization, follow‑through.
• Strong customer service orientation and effective end‑user support.
• Exceptional communication and interpersonal skills.
• Experience supporting enterprise applications or property management platforms, including troubleshooting, configuration, reporting, and system enhancements or rollouts.
• Adaptability and willingness to learn new technologies and tools.
• Demonstrated initiative, self‑motivation, and commitment to continuous improvement.
• Strong prioritization skills; assess urgency, impact, importance.
• Collaborative team player who contributes to team goals and improvement efforts.

• Bachelor’s degree in a related field preferred; equivalent work experience considered.
• Minimum 3 years in application support, systems support, or related role in the multi‑family industry.

• Zendesk:
  Hands‑on experience managing ticketing systems, workflows, escalations, reporting, service performance monitoring.
• Yardi (Voyager, Elevate and related modules):
  Working knowledge of property management systems, operations, accounting, user access, issue troubleshooting.
• Suite Spot:
  Familiarity with property operations and maintenance workflows, unit turns, inspections, work order management.
• VERO:
  Experience with applicant screening, leasing workflows, and integration with property management systems.
• Knock (CRM):
  Understanding of leasing, marketing, prospect management tools within a property management ecosystem.