Remote Director of Support Services — AI‑Driven Ops Lead

Harris Computer; Burnaby; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

3 weeks vacation

5 personal days

Stock ownership

RRSP matching

Remote work

Job summary

Cayenta, a division of Harris, is seeking a Director of Support Services to lead our Support organization and drive operational excellence. The role focuses on customer experience, service delivery, and collaboration across internal teams.

Travel is required about 25% and the role supports customers in Canada and the United States. The ideal candidate has 5+ years of management experience in customer or technical support, strong leadership, and a proven ability to leverage AI/automation to

Qualifications

• Bachelor's degree required.
• Minimum 5 years of management experience in a customer support or technical support environment.
• Experience leading managers and multi-level support organizations.

Responsibilities

• Direct/lead the Support team for proprietary software.
• Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
• Identify and implement opportunities to improve service delivery and operational efficiency.
• Manage and delegate customer escalations, ensuring timely service recovery.
• Lead cross-functional collaboration between customers, R&D, Professional Services, Sales and other teams.

Skills

Leadership

Management experience

Customer support

Problem solving

Cross-functional collaboration

Education

Bachelor's Degree

Job description

Cayenta, a division of Harris, is seeking a Director of Support Services to lead our Support organization and drive operational excellence. The role focuses on customer experience, service delivery, and collaboration across internal teams.

Travel is required about 25% and the role supports customers in Canada and the United States. The ideal candidate has 5+ years of management experience in customer or technical support, strong leadership, and a proven ability to leverage AI/automation to