AI-Enhanced Support Services Manager
Harris Computer
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Job summary
Harris Recording Solutions (HRS) is seeking a Manager of Support Services to lead the day-to-day operations of the Support Services team. This role focuses on delivering exceptional customer service while leveraging AI, automation, and knowledge management to improve efficiency and reduce manual work.
The position requires 5+ years in software support with at least 2 years in supervision, experience with enterprise SaaS, and strong leadership and communication skills.
Qualifications
- 5+ years of software support, technical support, or customer service experience.
- 2+ years in supervising a support or customer-facing team.
- Experience supporting enterprise software or SaaS products.
- Experience managing ticket queues, metrics, escalations, and service levels.
- Strong organizational and time-management skills.
- Excellent written and verbal communication skills.
Responsibilities
- Lead the day-to-day operations of the Support Services team.
- Coach, mentor, and develop team members; set performance expectations.
- Monitor ticket queues, priorities, escalations, and workload distribution.
- Track key metrics (response times, resolution times, SLA, CSAT, backlog).
- Collaborate with Product/Development for recurring issues and feedback.
- Drive knowledge management and process improvements; promote AI/automation usage.
- Escalate complex issues when needed and ensure timely follow-up.
- Ensure leadership communicates updates on trends and staffing.
Skills
Job description
Harris Recording Solutions (HRS) is seeking a Manager of Support Services to lead the day-to-day operations of the Support Services team. This role focuses on delivering exceptional customer service while leveraging AI, automation, and knowledge management to improve efficiency and reduce manual work.
The position requires 5+ years in software support with at least 2 years in supervision, experience with enterprise SaaS, and strong leadership and communication skills.
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