[Hiring] Customer Support Manager @Harris Computer

Role Description

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
• 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
• 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.

Qualifications

• 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

Requirements

• 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

Benefits

• Salary Range: $75,000 - $85,000 USD per year
• Limited travel may be required, typically not to exceed 10–20%, primarily for customer engagements, conferences, team meetings, training, or business planning sessions