Support Services Manager — AI & Automation Leader

Harris Computer; United States; Remote; USD 75,000 - 85,000; Full time

Job summary

Harris Recording Solutions (HRS) seeks a Manager of Support Services to lead the day-to-day operations of the Support Services team and ensure exceptional service to customers.

The role partners with Client Services, Product, Development, Professional Services, and Sales to advocate for customers, identify recurring issues, and drive continuous improvement across support workflows, leveraging AI and automation where appropriate.

Qualifications

• 5+ years of experience in software support, technical support, customer service, or a related field.
• 2+ years of experience managing or supervising a support or customer-facing team.
• Experience supporting enterprise software or SaaS products.
• Experience managing ticket queues, support metrics, escalations, and service levels.
• Strong understanding of customer support operations and best practices.
• Ability to coach, develop, and hold employees accountable for performance.

Responsibilities

• Lead the day-to-day activities of the Support Services team.
• Provide leadership, coaching, mentoring, and ongoing development to staff.
• Establish clear performance expectations and hold employees accountable for results.
• Monitor performance and address issues promptly.
• Conduct regular one-on-one meetings and team discussions.
• Identify strengths and career growth opportunities for team members.
• Foster accountability, ownership, teamwork, and customer advocacy.
• Ensure training, tools, documentation, and resources are available for the team.
• Monitor daily support operations to ensure timely and effective assistance.
• Manage ticket queues, assignments, priorities, escalations, and workload distribution.
• Track key metrics (response time, resolution time, SLA, backlog, CSAT).
• Identify trends and implement corrective actions; ensure processes are followed.
• Improve workflows and increase team efficiency; ensure adequate coverage.
• Support cross-product standardization across Support Services.
• Escalate aging tickets appropriately and manage critical incidents.

Skills

Software support

Customer service

Team leadership

Performance coaching

Job description

Harris Recording Solutions (HRS) seeks a Manager of Support Services to lead the day-to-day operations of the Support Services team and ensure exceptional service to customers.

The role partners with Client Services, Product, Development, Professional Services, and Sales to advocate for customers, identify recurring issues, and drive continuous improvement across support workflows, leveraging AI and automation where appropriate.