Support Services Leader - AI-Driven Operations

Manatron, Inc. in; Tallahassee (FL); On-site; USD 75,000 - 85,000; Full time

Job summary

Harris Recording Solutions is seeking a Manager of Support Services to lead the daily operations of the Support Services team and ensure exceptional service to customers. The role will collaborate with Client Services, Product, Development, and other internal teams to advocate for customers and improve workflows.

The ideal candidate has extensive experience in software support, team leadership, and a strong understanding of escalation management and continuous improvement.

Qualifications

• 5+ years of experience in software support or related field.
• 2+ years of experience supervising a support or customer-facing team.
• Experience with enterprise software or SaaS products.
• Strong understanding of support operations, performance management, and escalation handling.

Responsibilities

• Manage day-to-day activities of the Support Services team.
• Provide leadership, coaching, and development to staff.
• Monitor performance metrics and ensure timely issue resolution.
• Collaborate with Product, Development, and Client Services on feedback and improvements.
• Establish and maintain support standards across product lines.

Skills

Software support

Team management

Enterprise SaaS

Ticketing systems

Knowledge management

AI/Automation

Job description

Harris Recording Solutions is seeking a Manager of Support Services to lead the daily operations of the Support Services team and ensure exceptional service to customers. The role will collaborate with Client Services, Product, Development, and other internal teams to advocate for customers and improve workflows.

The ideal candidate has extensive experience in software support, team leadership, and a strong understanding of escalation management and continuous improvement.