Support Services Manager — AI-Driven Customer Experience

Visa Hunt; United States; On-site; USD 75,000 - 85,000; Full time

Job summary

Harris Recording Solutions is seeking a Manager of Support Services to lead the day-to-day operations of the Support Services team and advocate for customers across internal teams. You will manage ticket queues, mentor staff, and monitor performance metrics to ensure timely and quality support.

The ideal candidate has 5+ years in software support with 2+ years of supervisory experience, plus a strong understanding of support operations and customer advocacy. Limited travel may be required.

Qualifications

• 5+ years in software support or related field.
• 2+ years managing or supervising a support/customer-facing team.
• Experience with enterprise software or SaaS products.
• Experience managing ticket queues, metrics, escalations, and SLAs.
• Strong understanding of support operations and process improvement.
• Experience with AI, automation or knowledge management is a plus.

Responsibilities

• Lead day-to-day operations of the Support Services team.
• Provide coaching, mentoring, and development to staff.
• Set performance expectations and accountability for results.
• Monitor metrics like response/resolution times, SLA, and backlog.
• Collaborate with Product, Development, Client Services, and others.
• Drive knowledge management and self-service initiatives.
• Identify recurring issues and drive process improvements.
• Escalate complex issues and communicate with customers professionally.

Skills

Leadership

Coaching

Customer service

Time management

Analytical skills

Communication

Tools

Ticketing systems

Knowledge management

Reporting tools

AI/Automation tools

Job description

Harris Recording Solutions is seeking a Manager of Support Services to lead the day-to-day operations of the Support Services team and advocate for customers across internal teams. You will manage ticket queues, mentor staff, and monitor performance metrics to ensure timely and quality support.

The ideal candidate has 5+ years in software support with 2+ years of supervisory experience, plus a strong understanding of support operations and customer advocacy. Limited travel may be required.