Support Services Manager — AI-Driven Ops for Enterprise Software
Manatron, Inc.
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Job summary
Harris Recording Solutions (HRS) seeks a Manager of Support Services to lead day-to-day operations of the Support Services team and ensure exceptional service for customers.
The role partners with Client Services, Product, Development, and other internal teams to advocate for customers, identify recurring issues, and drive continuous improvement in support workflows. 5+ years in software support and 2+ years in leadership are required.
Qualifications
- 5+ years of experience in software support, technical support, customer service, or related field.
- 2+ years of experience managing or supervising a support or customer-facing team.
- Experience with enterprise software or SaaS products.
- Experience managing ticket queues, support metrics, escalations, and SLAs.
- Experience with AI, automation, or knowledge management is preferred.
Responsibilities
- Lead day-to-day activities of the Support Services team and mentor staff.
- Monitor and optimize support operations, ticket queues, priorities, escalations, and workload.
- Collaborate with Product, Development, Client Services, and other teams to address customer issues and feedback.
- Drive knowledge management initiatives and documentation to improve self-service and resolution times.
- Report on performance metrics and advocate for process improvements and customer advocacy.
Skills
Job description
Harris Recording Solutions (HRS) seeks a Manager of Support Services to lead day-to-day operations of the Support Services team and ensure exceptional service for customers.
The role partners with Client Services, Product, Development, and other internal teams to advocate for customers, identify recurring issues, and drive continuous improvement in support workflows. 5+ years in software support and 2+ years in leadership are required.
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