Hapi - Supervisor, Signature Support

Aquiva and Hapi; Chicago (IL); On-site; USD 85,000 - 120,000; Full time

Job summary

Hapi, a data streaming, integration, and enrichment platform, is seeking a Front-Line Leader to head a team of Customer Support Specialists, drive high performance, SLA adherence, and a best-in-class customer experience.

This role reports to the Manager, Signature Support Services and requires coordinating across go-lives, coaching agents, and partnering with Customer Success to reduce escalations. You must align with EU time zone requirements and lead with a customer-centric mindset.

Qualifications

• 3+ years in a B2B SaaS support role.
• 1+ year in a leadership role or as a senior team member.
• Customer-facing polish and empathy.
• Problem solving and troubleshooting.
• Operational mindset and metrics focus.
• Experience with Zendesk or Salesforce Service Cloud.

Responsibilities

• Directly manage, mentor, and motivate a team of Customer Support Specialists.
• Conduct regular 1:1s, provide real-time performance coaching, and write and deliver annual performance reviews.
• Manage team scheduling, attendance, and adherence to ensure full support coverage.
• Foster a positive, collaborative, and customer-centric team culture.
• Monitor real-time support queues to ensure tickets are handled within SLAs.
• Track and report on KPIs (CSAT, FRT, TTR, tickets solved).
• Act as first escalation point for customer issues; de-escalate and drive resolutions.
• Perform regular quality assurance reviews of tickets and interactions.
• Provide constructive feedback to improve quality, accuracy, and tone.
• Identify knowledge gaps and coordinate training with Support Manager.
• Work with Customer Delivery to prepare for new go-lives and support.
• Partner with Customer Success to share escalations and trends.

Skills

Team leadership

Customer support

Coaching

Performance metrics

SLA management

Zendesk

Salesforce

Communication

Education

Bachelor's degree

Tools

Zendesk

Salesforce

Job description

Hapi is a data streaming, integration, and enrichment platform with robust transactional APIs designed and developed by Data Travel, LLC. to solve the hotel industry’s data management challenges.

This role will report to the Manager, Signature Support Services and will be responsible for leading a frontline team of support specialists, ensuring high performance, SLA adherence, and a best-in-class customer experience.

Required ime zone alignment - EU time zone.

Duties

• Front-Line People Leadership:

  • Directly manage, mentor, and motivate a team of Customer Support Specialists.

  • Conduct regular 1:1s, provide real-time performance coaching, and write and deliver annual performance reviews.

  • Manage team scheduling, attendance, and adherence to ensure full support coverage.

  • Foster a positive, collaborative, and customer-centric team culture.

• Performance & Queue Management:

  • Monitor real-time support queues (phone, email, chat) to ensure tickets are being handled efficiently and within SLAs.

  • Track and report on individual and team KPIs (e.g., CSAT, First Response Time, Time to Resolution, tickets solved).

  • Act as the first point of escalation for customer issues; de-escalate situations and drive resolutions.

• Quality Assurance & Coaching:

  • Perform regular quality assurance reviews of your team's tickets and customer interactions.

  • Provide constructive, actionable feedback to specialists to improve the quality, accuracy, and tone of their support.

  • Identify knowledge gaps and coordinate training needs with the Support Manager and training resources.

• Cross-Functional Collaboration:

  • Work with the Customer Delivery team to understand upcoming "go-lives" and prepare your team to support new customers.

  • Partner with Customer Success managers by providing updates on escalated issues or ticket trends for their managed accounts.

  • Act as a "voice of the team," surfacing common customer pain points, product bugs, and feedback to the Support Manager.

Required Qualifications

• 3+ years of experience in a B2B SaaS technical support or customer service role.

• 1+ year of experience in a formal leadership role (Supervisor, Team Lead) OR demonstrated experience as a senior team member, mentor, or subject matter expert.

• Customer-Facing Polish: Exceptional communication, de-escalation, and empathy skills. You remain calm and professional under pressure.

• Problem Solver: Strong technical aptitude and troubleshooting skills. You can effectively guide others to a solution.

• Operational Mindset: You are organized, metrics-aware, and skilled at managing competing priorities.

• Systems Knowledge: Proficiency with support ticketing platforms (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.

Nice To Have

• Direct experience in the hospitality technology industry (e.g., PMS, CRS, etc.).

• Prior experience as a formal Supervisor or Manager.

• Bachelor’s degree in a relevant field.