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.

Originally posted on Himalayas