{"id":950574,"url":"https://alion.io/job/harbor-lab-customer-support-operations-team-lead","title":"Customer Support Operations Manager","company":{"id":55569,"name":"Harbor Lab","domain":"harborlab.com","url":"https://alion.io/company/harbor-lab","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chalandri, Greece"],"countries":["GR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"GDPR","optional":false},{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-08-31T00:00:00Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-09-24T16:47:34Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"ABOUT HARBORLAB\nFounded 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.\nBut we don’t stop there. HarborLab also powers a thriving Marketplace, connecting Principals with a global network of vetted Port Agents and Vendors.\nAt 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).\nIf 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.\nABOUT THE ROLE\nWe 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.\nThis 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.\nThis role reports directly to the CCOO (Chief Customer & Operations Officer).\nBut this role goes beyond technical support.\nAs 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.\nYou 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.\nFor 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.\nWHAT YOU WILL BE DOING\nLeadership & Team Ownership\nLead 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.\nRemain hands-on, particularly within Technical Support, taking ownership of complex or high-priority cases and acting as an escalation point for the team.\nCoach, support, and develop team members through regular feedback, guidance, regular one to ones, and knowledge sharing.\nProcess & Platform Ownership\nOwn and continuously improve support processes, workflows, SLAs, escalation paths, and ways of working.\nConfigure and optimize Intercom, or similar support platforms, including workflows, routing, automations, reporting, knowledge management, and AI-enabled support capabilities.\nUse data and support metrics to identify opportunities to improve response times, resolution quality, team productivity, and customer experience.\nHelp build a scalable, structured, and increasingly integrated Support Operations function as HarborLab grows.\nCross-functional Collaboration\nWork closely with Product and Engineering to troubleshoot product issues, identify recurring problems, and ensure customer feedback reaches the right teams.\nCollaborate with internal operational teams to understand and resolve cases that go beyond the technical layer of the product.\nBusiness & Domain Understanding\nDevelop a strong understanding of HarborLab's product, customer workflows, and the wider maritime business.\nLook beyond the individual ticket to understand the underlying customer need, operational process, and business impact.\nPlease 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.\nRequirements\nWHAT WE ARE LOOKING FOR\n4+ years of experience in Technical Support, Product Support, Support Operations, or a similar customer-facing role, ideally within a B2B SaaS environment. \nExperience 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. \nPrevious experience leading, mentoring, or coaching team members, formally or informally. \nStrong hands-on troubleshooting and problem-solving skills. \nExperience working with and ideally configuring Intercom, Zendesk, Freshdesk, or a similar support platform. \nGood understanding of modern SaaS products and the ability to collaborate effectively with Product and Engineering teams. \nA strong sense of ownership and urgency, particularly when dealing with customer-impacting or operationally sensitive issues. \nAn operational mindset: you enjoy creating structure, improving processes, and finding better ways of working. \nStrong communication skills and the ability to communicate clearly with both technical and non-technical stakeholders. \nGenuine curiosity about how our customers operate and a desire to develop strong business and maritime domain knowledge. \nThe ambition to grow beyond purely technical support and take broader ownership across Support Operations. \nWHAT WILL MAKE YOU STAND OUT\nYou have previously helped build or significantly improve a SaaS support function. \nYou have hands-on experience setting up support workflows, automations, reporting, knowledge bases, or AI capabilities within Intercom or a similar tool. \nYou are comfortable investigating technical issues involving APIs, integrations, logs, or data. \nYou naturally try to understand why a customer is experiencing a problem rather than simply resolving the ticket in front of you. \nYou enjoy learning the operational and business context behind the product you support. \nYou have worked in a startup or scale-up environment where ownership extends beyond a narrowly defined job description. \nBenefits\nWHAT WE OFFER\nAttractive compensation package based on experience and skillset \n30 days of paid annual leave \nComprehensive private health insurance coverage for your entire family \nHybrid way of work \nLife Coach and Kick-Boxing Sessions \nCool start-up environment\nEqual Opportunity Statement\nHarborLab 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.\nData Protection (GDPR)\nHarborLab 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 .\nRight to Work\nBy applying for this position, you confirm that you have the legal right to work in the European Union.","description_format":"text","description_chars":7609,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance","Insurance coverage"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Business Process Automation (BPA)","Billing & Invoicing"],"lifecycle":[{"event":"open","at":"2026-09-16T00:34:17Z"}],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.636,"p_room":0.55,"age_days":24,"expected_fill_days":23,"reasons":["conf:8","win:tail"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/harbor-lab-customer-support-operations-team-lead","json_url":"https://alion.io/job/harbor-lab-customer-support-operations-team-lead.json","meta":{"generated_at":"2026-09-25T02:02:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2100,"day_limit":5000,"remaining_today":2900,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}