Customer Support Manager

Location: Remote - Florida, United States; limited travel of approximately 10–20% may be required.

Salary: $75,000–$85,000 USD per year

Company

Harris Recording Solutions provides software solutions for county governments and official records organizations.

What you will do

• Lead the day-to-day operations of the Support Services team, including coaching, mentoring, performance management, staffing, and workload allocation.
• Manage ticket queues, priorities, escalations, critical incidents, backlogs, and aging tickets.
• Monitor response times, resolution times, SLA performance, customer satisfaction, productivity, ticket quality, and other support metrics.
• Handle complex and sensitive customer escalations and advocate for customers through resolution.
• Collaborate with Product, Development, Client Services, Professional Services, and Sales to address recurring issues, product feedback, releases, and customer initiatives.
• Improve knowledge management, self-service resources, AI-assisted support, automation, reporting, and support workflows.

Requirements

• At least 5 years of experience in software support, technical support, customer service, or a related field.
• At least 2 years of experience managing or supervising a support or customer-facing team.
• Experience supporting enterprise software or SaaS products and managing ticket queues, support metrics, escalations, and service levels.
• Strong customer support operations, coaching, performance management, organizational, communication, problem-solving, and analytical skills.
• Experience with ticketing systems, knowledge management platforms, reporting tools, and customer support technologies.
• Ability to work remotely from Florida and travel as needed for customer and business engagements.

Nice to have

• Experience with AI, automation, or other emerging technologies.
• Experience with county government, public sector software, land records, or government technology.

Culture & Benefits

• Distributed-team work environment with a focus on accountability, ownership, teamwork, and customer advocacy.
• Opportunities to develop employees and help build future support leaders.
• Focus on continuous improvement, knowledge sharing, self-service, and reducing unnecessary manual work.
• Limited travel, typically not exceeding 10–20%, for customer engagements, conferences, team meetings, training, and business planning.