Customer Support Manager

About Harri:

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand.

If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

Who you are: 

The Customer Support Manager will lead and support a team of Customer Support Analysts, focusing on maximizing customer satisfaction and team performance. You’ll be responsible for coaching, managing performance, and fostering an environment of continuous improvement. This role involves collaborating with global teams, handling critical issues, and optimizing processes to ensure seamless customer experiences.

Responsibilities:

• Lead, Inspire, and Coach: Manage a team of 25-30 Customer Support Analysts, providing mentorship, development, and motivation to help them excel and reach their full potential.
  

• Hiring & Retention: Own the full lifecycle of your team members, from hiring and onboarding to performance management and retention.
  

• Client Management: Proven experience in managing client relationships, understanding customer needs, and delivering solutions that drive satisfaction and retention.
  

• Reporting/Analytics: Develop, analyze, and present reports using tools like Excel, Google Analytics, Power BI, or Tableau. Provide actionable insights to improve team performance, client satisfaction, and operational processes.
  

• Performance Management: Track and drive key performance metrics using tools like Zendesk, ensuring both individual and team goals are consistently met or exceeded.

• Operational Excellence: Monitor team performance, manage workloads, and ensure schedules are adhered to, delivering best-in-class service to customers.
  

• Collaboration & Problem-Solving: Partner with cross-functional teams to resolve complex customer issues and continuously optimize processes for better outcomes.
  

• Critical Issue Management: Play a hands-on role in resolving high-priority issues, ensuring swift and effective solutions while maintaining customer trust and satisfaction.
  

• Process Improvement: Continuously evaluate and refine customer support practices to drive efficiency, scalability, and quality service delivery.
  

• Global Coordination: Collaborate with peers across regions to ensure smooth handoffs, effective queue management, and a unified approach to global customer support efforts.

Experience & Skills:

• Experience: 12+ years in customer support, with at least 3 years in a leadership capacity and handling a team, ideally within a SaaS or B2B tech company.

• Leadership: Proven ability to lead, mentor, and develop high-performing teams, with a focus on empathy, collaboration, and positive conflict resolution.

• Technical Expertise: Strong knowledge of CRM tools (e.g., Zendesk) and customer support processes, with a track record of driving performance improvements and innovation

• Communication: Exceptional written and verbal communication skills, with the ability to effectively tailor your message to different audiences.

• Adaptability: Comfort working in a fast-paced, high-growth environment with shifting priorities, demonstrating agility and resilience.

• Customer-Centric: A passion for delivering exceptional customer experiences, constantly seeking ways to make interactions effortless and effective.

• Problem-Solver: A creative thinker who can approach challenges with curiosity and a solution-oriented mindset.

*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.