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 industrys 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.

• 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 teams 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.

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

• Prior experience as a formal Supervisor or Manager.

• Bachelors degree in a relevant field.