Hapi - Supervisor, Signature Support

Hapi is a data streaming, integration, and enrichment platform with robust transactional APIs designed and developed by Data Travel, LLC. to solve the hotel industry’s data management challenges.

This role will report to the Manager, Signature Support Services and will be responsible for leading a frontline team of support specialists, ensuring high performance, SLA adherence, and a best-in-class customer experience.

Required ime zone alignment - EU time zone.

Duties

• Front-Line People Leadership:

  • Directly manage, mentor, and motivate a team of Customer Support Specialists.

  • Conduct regular 1:1s, provide real-time performance coaching, and write and deliver annual performance reviews.

  • Manage team scheduling, attendance, and adherence to ensure full support coverage.

  • Foster a positive, collaborative, and customer-centric team culture.

• Performance & Queue Management:

  • Monitor real-time support queues (phone, email, chat) to ensure tickets are being handled efficiently and within SLAs.

  • Track and report on individual and team KPIs (e.g., CSAT, First Response Time, Time to Resolution, tickets solved).

  • Act as the first point of escalation for customer issues; de-escalate situations and drive resolutions.

• Quality Assurance & Coaching:

  • Perform regular quality assurance reviews of your team's tickets and customer interactions.

  • Provide constructive, actionable feedback to specialists to improve the quality, accuracy, and tone of their support.

  • Identify knowledge gaps and coordinate training needs with the Support Manager and training resources.

• Cross-Functional Collaboration:

  • Work with the Customer Delivery team to understand upcoming "go-lives" and prepare your team to support new customers.

  • Partner with Customer Success managers by providing updates on escalated issues or ticket trends for their managed accounts.

  • Act as a "voice of the team," surfacing common customer pain points, product bugs, and feedback to the Support Manager.

Required Qualifications

• 3+ years of experience in a B2B SaaS technical support or customer service role.

• 1+ year of experience in a formal leadership role (Supervisor, Team Lead) OR demonstrated experience as a senior team member, mentor, or subject matter expert.

• Customer-Facing Polish: Exceptional communication, de-escalation, and empathy skills. You remain calm and professional under pressure.

• Problem Solver: Strong technical aptitude and troubleshooting skills. You can effectively guide others to a solution.

• Operational Mindset: You are organized, metrics-aware, and skilled at managing competing priorities.

• Systems Knowledge: Proficiency with support ticketing platforms (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.

Nice To Have

• Direct experience in the hospitality technology industry (e.g., PMS, CRS, etc.).

• Prior experience as a formal Supervisor or Manager.

• Bachelor’s degree in a relevant field.