Customer Support Manager

Manager of Support Services

Harris Recording Solutions

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Time Type: Full Time

Harris Recording Solutions (HRS), a leading provider of software solutions for county government and official records organizations, is seeking a Manager of Support Services to lead the day-to-day operations of our Support Services team and ensure we consistently deliver exceptional service to our customers.

The Manager of Support Services will be responsible for managing support operations, developing employees, monitoring performance, improving processes, and ensuring customer issues are addressed efficiently and professionally.

This role will work closely with Client Services leadership, Product, Development, Professional Services, Sales, and other internal teams to advocate for customers, identify recurring issues, improve support processes, and strengthen the overall customer experience.

The ideal candidate is an experienced support leader who is organized, accountable, customer-focused, and comfortable managing a team in a fast-paced software environment. This individual should have a strong understanding of support operations, performance management, customer communication, escalation management, and continuous improvement.

AI & Innovation Mindset

Harris Recording Solutions is committed to using emerging technologies to improve how we work and serve our customers.

The successful candidate will demonstrate curiosity and a willingness to adopt and leverage AI, automation, knowledge management, and other technology solutions to improve support workflows, increase efficiency, and enhance the customer experience.

The Manager of Support Services will help identify opportunities to automate repetitive work, improve knowledge resources, leverage AI-assisted support tools, and reduce unnecessary manual effort while maintaining appropriate judgment, security, and customer service standards.

What Your Impact Will Be

Support Team Leadership

• Manage the day-to-day activities of the Support Services team.
• Provide leadership, coaching, mentoring, and ongoing development to support employees.
• Establish clear performance expectations and hold employees accountable for results.
• Monitor individual and team performance and address performance issues promptly.
• Conduct regular one-on-one meetings, performance discussions, and team meetings.
• Identify employee strengths, development opportunities, and career growth paths.
• Help develop future leaders within the Support organization.
• Foster a culture of accountability, ownership, teamwork, and customer advocacy.
• Ensure team members have the training, tools, documentation, and resources needed to perform their roles effectively.

Operational Excellence

• Monitor daily support operations to ensure customers receive timely and effective assistance.
• Manage ticket queues, assignments, priorities, escalations, and workload distribution.
• Monitor key support metrics, including:
  • Response times
  • Resolution times
  • SLA performance
  • Ticket backlog
  • Customer satisfaction
  • Ticket quality
  • Productivity
  • Escalations
  • Aging tickets
• Identify trends and operational issues and implement corrective actions.
• Ensure support processes are consistently followed and documented.
• Identify opportunities to improve workflows, eliminate unnecessary steps, and increase team efficiency.
• Maintain appropriate coverage and resource allocation based on customer demand.
• Help establish and maintain support standards across HRS product lines.
• Ensure aging and stagnant tickets are actively managed and appropriately escalated.
• Monitor critical incidents and ensure appropriate communication and follow-up.

Customer Experience & Escalations

• Serve as an escalation point for complex or sensitive customer issues.
• Work directly with customers when additional management involvement is required.
• Ensure customer concerns are communicated clearly and professionally.
• Monitor escalated issues through resolution and ensure appropriate follow-up occurs.
• Identify recurring customer issues and work with internal teams to address root causes.
• Advocate for customers while balancing customer needs with company policies and business objectives.
• Help strengthen customer relationships through consistent, proactive, and professional support.

Cross-Functional Collaboration

• Partner with Product and Development to communicate recurring customer issues and product feedback.
• Identify trends in support tickets that may indicate product defects, training opportunities, or documentation gaps.
• Work with Product and Development teams to improve product quality and reduce recurring support issues.
• Collaborate with Professional Services and Client Services to ensure smooth customer handoffs and issue resolution.
• Partner with internal teams during product releases, upgrades, implementations, and major customer initiatives.
• Provide leadership with regular updates regarding support trends, customer concerns, staffing, and operational performance.

Knowledge Management & Process Improvement

• Help develop and maintain a strong knowledge management program for internal employees and customers.
• Identify opportunities to convert recurring support issues into knowledge articles, documentation, training materials, and self-service resources.
• Ensure support documentation is accurate, current, and easy for employees to use.
• Promote the use of knowledge articles and self-service tools to improve resolution times and reduce unnecessary tickets.
• Identify opportunities to standardize processes across Support Services.
• Participate in continuous improvement initiatives designed to improve customer service and team efficiency.

AI & Automation

• Promote the effective use of AI and automation within Support Services.
• Identify repetitive support activities that can be automated or assisted through technology.
• Encourage adoption of AI-assisted ticket management, knowledge search, ticket summarization, response assistance, and other support tools.
• Monitor the effectiveness of AI-enabled support tools and provide feedback for improvement.
• Help ensure AI-generated information and responses are reviewed appropriately and maintain HRS standards for accuracy and customer service.
• Partner with leadership to identify opportunities to increase ticket deflection and reduce manual workload through automation and self-service.

Reporting & Performance Management

• Maintain visibility into Support Services performance through regular reporting and analysis.
• Review team metrics and identify opportunities for improvement.
• Prepare regular updates for Client Services leadership regarding:
  • Ticket volume
  • Backlog
  • SLA performance
  • Customer satisfaction
  • Escalations
  • Staffing
  • Productivity
  • Major customer issues
  • Operational trends
• Use data to identify risks and make recommendations for improving support performance.
• Establish team goals and track progress against those goals.

Travel Requirements

Limited travel may be required, typically not to exceed 10-20%, primarily for customer engagements, conferences, team meetings, training, or business planning sessions.

What We Are Looking For

• 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.

What Success Looks Like

Success in this role means the Support Services team is organized, accountable, responsive, and customer-focused.

The Manager of Support Services will ensure that:

• Customers receive timely and professional support.
• Tickets are actively managed and resolved within established expectations.
• Backlogs and aging tickets are proactively addressed.
• Employees understand their responsibilities and performance expectations.
• Support metrics are consistently monitored and improved.
• Recurring customer issues are identified and communicated to the appropriate teams.
• Knowledge and self-service resources continue to improve.
• AI and automation are used to increase efficiency and reduce manual workload.
• The Support Services team operates as a strong partner to customers and the broader HRS organization.

Salary Range: $75,000 - $85,000 USD per year.