Customer Support Operations Manager

ABOUT HARBORLAB

Founded in 2020 in Greece, HarborLab is a fast-growing B2B maritime tech company on a mission to simplify and optimize port cost management. Our end-to-end, AI-powered SaaS platform transforms how Shipowners and Shipmanagers handle Disbursement Accounts (DAs), bringing automation, real-time data, control and transparency to one of the most complex and costly parts of global shipping.

But we don’t stop there. HarborLab also powers a thriving Marketplace, connecting Principals with a global network of vetted Port Agents and Vendors.

At HarborLab, people come first. Our culture is anchored in ambition, trustworthiness, genuine care, and agility-values we bring to every interaction with our customers and our team. We're proud to be consistently recognized as a Best Workplace (2021, 2022, 2023) and certified as a Great Place to Work (2024, 2025, 2026).

If you're looking to make a global impact, grow alongside passionate peers, and shape the future of maritime innovation-we’d love to meet you.

ABOUT THE ROLE

We are looking for a Customer Support Operations Manager to join HarborLab and help lead the function that supports our customers across both technical and maritime operational matters.

This is a hands-on leadership role for someone who wants to stay close to the product and complex customer issues while leading and developing a 6-people team. You will initially be particularly hands-on within Technical Support, acting as a senior individual contributor and escalation point while helping us continuously improve how our support operation works and scales.

This role reports directly to the CCOO (Chief Customer & Operations Officer).

But this role goes beyond technical support.

As you grow into the position, you will build a deep understanding of HarborLab's product, our customers, their workflows, and the maritime business behind them. This knowledge will progressively allow you to take broader ownership across our Support Operations function, including Marine Operations.

You do not need previous maritime experience. What matters is that you are genuinely curious about the business behind the product and motivated to develop strong domain expertise.

For someone coming from SaaS, this is an opportunity to combine technical expertise, hands-on problem solving, people leadership, and business ownership, while building knowledge of one of Greece's most established and internationally significant industries.

WHAT YOU WILL BE DOING

Leadership & Team Ownership

• Lead the day-to-day operation of our Support function, setting priorities and ensuring customer issues are handled with the appropriate level of urgency - starting with Technical Support and expanding into Marine Operations as your ownership grows.
• Remain hands-on, particularly within Technical Support, taking ownership of complex or high-priority cases and acting as an escalation point for the team.
• Coach, support, and develop team members through regular feedback, guidance, regular one to ones, and knowledge sharing.

Process & Platform Ownership

• Own and continuously improve support processes, workflows, SLAs, escalation paths, and ways of working.
• Configure and optimize Intercom, or similar support platforms, including workflows, routing, automations, reporting, knowledge management, and AI-enabled support capabilities.
• Use data and support metrics to identify opportunities to improve response times, resolution quality, team productivity, and customer experience.
• Help build a scalable, structured, and increasingly integrated Support Operations function as HarborLab grows.

Cross-functional Collaboration

• Work closely with Product and Engineering to troubleshoot product issues, identify recurring problems, and ensure customer feedback reaches the right teams.
• Collaborate with internal operational teams to understand and resolve cases that go beyond the technical layer of the product.

Business & Domain Understanding

• Develop a strong understanding of HarborLab's product, customer workflows, and the wider maritime business.
• Look beyond the individual ticket to understand the underlying customer need, operational process, and business impact.

Please note that our Support operation includes shift coverage. This role is not expected to work shifts, but you should be comfortable leading an operation where responsiveness, ownership, and urgency matter.

Requirements

WHAT WE ARE LOOKING FOR

• 4+ years of experience in Technical Support, Product Support, Support Operations, or a similar customer-facing role, ideally within a B2B SaaS environment.

• Experience operating as a Senior IC, Team Lead, or the go-to person within a support team, combining hands-on problem solving with responsibility for others.

• Previous experience leading, mentoring, or coaching team members, formally or informally.

• Strong hands-on troubleshooting and problem-solving skills.

• Experience working with and ideally configuring Intercom, Zendesk, Freshdesk, or a similar support platform.

• Good understanding of modern SaaS products and the ability to collaborate effectively with Product and Engineering teams.

• A strong sense of ownership and urgency, particularly when dealing with customer-impacting or operationally sensitive issues.

• An operational mindset: you enjoy creating structure, improving processes, and finding better ways of working.

• Strong communication skills and the ability to communicate clearly with both technical and non-technical stakeholders.

• Genuine curiosity about how our customers operate and a desire to develop strong business and maritime domain knowledge.

• The ambition to grow beyond purely technical support and take broader ownership across Support Operations.

WHAT WILL MAKE YOU STAND OUT

• You have previously helped build or significantly improve a SaaS support function.

• You have hands-on experience setting up support workflows, automations, reporting, knowledge bases, or AI capabilities within Intercom or a similar tool.

• You are comfortable investigating technical issues involving APIs, integrations, logs, or data.

• You naturally try to understand why a customer is experiencing a problem rather than simply resolving the ticket in front of you.

• You enjoy learning the operational and business context behind the product you support.

• You have worked in a startup or scale-up environment where ownership extends beyond a narrowly defined job description.

Benefits

WHAT WE OFFER

• Attractive compensation package based on experience and skillset
• 30 days of paid annual leave
• Comprehensive private health insurance coverage for your entire family
• Hybrid way of work
• Life Coach and Kick-Boxing Sessions
• Cool start-up environment

Equal Opportunity Statement

HarborLab is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and prohibit discrimination on the basis of race, color, religion, age, sex, national origin, disability, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.

Data Protection (GDPR)

HarborLab collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). The information provided as part of your job application will be used solely for recruitment purposes. Your data may be retained in our talent database for future opportunities. You may request access to, correction of, or deletion of your personal data at any time by contacting [email protected].

Right to Work

By applying for this position, you confirm that you have the legal right to work in the European Union.