Customer Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Harris Computer is a company that provides mission-critical software solutions across various industries, including the public sector, healthcare, utilities, and private sector verticals. They focus on acquiring businesses with growth potential, managing them effectively, and building them for future success. Harris Computer serves over 100,000 customers with a global presence in North America, Europe, Asia, and Australia, employing over 12,000 people. Their mission is to empower customers to deliver on their goals by offering tailored software and services.

📋 Description

• Manage the day-to-day activities of the Support Services team • Provide leadership, coaching, mentoring, and ongoing development to support employees • Establish performance expectations and hold employees accountable • Monitor individual and team performance and address performance issues • Conduct one-on-one meetings, performance discussions, and team meetings • Identify employee strengths, development opportunities, and career growth paths • Ensure team members have the training, tools, documentation, and resources needed • Monitor daily support operations, ticket queues, assignments, priorities, escalations, and workload distribution • Monitor support metrics including response times, resolution times, SLA performance, ticket backlog, customer satisfaction, ticket quality, productivity, escalations, and aging tickets • Identify trends and operational issues and implement corrective actions • Improve workflows, eliminate unnecessary steps, increase efficiency, and maintain appropriate coverage • Manage aging and stagnant tickets and monitor critical incidents • Serve as an escalation point for complex or sensitive customer issues • Work directly with customers when management involvement is required • Monitor escalated issues through resolution and ensure follow-up • Identify recurring customer issues and work with internal teams to address root causes • Partner with Product and Development on customer issues, product feedback, product quality, and recurring support issues • Collaborate with Professional Services and Client Services on customer handoffs and issue resolution • Partner with internal teams during releases, upgrades, implementations, and major customer initiatives • Provide leadership with updates on support trends, customer concerns, staffing, and operational performance • Develop and maintain knowledge management resources, documentation, training materials, and self-service tools • Standardize Support Services processes and participate in continuous improvement initiatives • Promote AI and automation, including AI-assisted ticket management, knowledge search, ticket summarization, response assistance, ticket deflection, and self-service • Monitor AI-enabled support tools and ensure generated information is appropriately reviewed • Prepare regular updates for Client Services leadership regarding ticket volume, backlog, SLA performance, customer satisfaction, escalations, staffing, productivity, major customer issues, and operational trends • Use data to identify risks, make recommendations, establish team goals, and track progress

🎯 Requirements

• 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 • Demonstrated ability to coach, develop, and hold employees accountable for performance • Strong organizational and time-management skills • Excellent written and verbal communication skills • Ability to manage multiple priorities in a fast-paced environment • Strong problem-solving and analytical skills • Ability to work effectively with Product, Development, Client Services, Professional Services, and other internal teams • Experience with ticketing systems, knowledge management platforms, reporting tools, and customer support technologies • Experience with AI, automation, or other emerging technologies is preferred • Experience working with county government, public sector software, land records, or government technology is a plus • Ability to effectively manage customer escalations and difficult customer situations • Demonstrated commitment to providing exceptional customer service • Ability to work independently while also functioning effectively as part of a distributed team • Ability to travel as needed for customer and business engagements

🏖️ Benefits

• Limited travel, typically not to exceed 10–20%, primarily for customer engagements, conferences, team meetings, training, or business planning sessions