Hapi Supervisor, Signature Support, EU Time Zone

Job overview

The Hapi Supervisor, Signature Support, EU Time Zone role is onsite in Chicago, IL, with required alignment to the EU time zone. Compensation is not specified. Hapi is a data streaming, integration, and enrichment platform designed to address hotel-industry data management challenges.

What you'll do

• Lead, mentor, and schedule customer support specialists
• monitor phone, email, and chat queues for efficient handling and SLA adherence
• track and report team KPIs
• serve as the first escalation point and drive issue resolution
• review support quality and coach specialists
• coordinate training needs
• collaborate with Customer Delivery and Customer Success
• surface customer pain points, product bugs, and feedback to the Support Manager.

What we're looking for

Skills & competencies

hapi supervisor

signature support

eu time zone

chicago il

aquiva and hapi

customer support

b2b saas

team leadership

sla adherence

queue management

quality assurance

customer escalations

Work arrangement

• Weekend coverage required

Why this role

Requires 3+ years in B2B SaaS technical support or customer service and 1+ year in a formal leadership role or equivalent senior-team mentoring experience. Hospitality technology experience, formal supervisor experience, and a relevant bachelor’s degree are nice to have.

About the employer

Aquiva and Hapi is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.