Director, AI-Driven Customer Support (Remote)

Manatron, Inc.

Austin (TX)

Remote

USD 120,000 - 130,000

Full time

5 days ago

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Job summary

Aumentum is seeking a Director of Customer Support to lead a remote, cross-functional team. The role focuses on strategic leadership, process optimization, and delivering outstanding customer value across annual agreements.

The candidate will shape metrics, drive AI-powered improvements, and collaborate with Product, Sales, and Finance to enhance the end-to-end customer experience. Ideal candidates bring proven SaaS support leadership, strong communication, and a track record of guiding complex

Qualifications

Proven leadership experience in customer support, customer success, or related software.
Strong people leadership: develop managers, build high-performing teams, drive change.
Exceptional customer-facing communication and relationship-management skills.
Advocate for customers while balancing needs of business and customers.
Experience managing complex escalations with senior stakeholders.
Strong operational and analytical skills; establish metrics and drive action.
Ability to manage multiple priorities and drive initiatives to measurable results.
Knowledge of SaaS environments and modern support technologies.
Experience with AI-powered support technologies and automation.

Responsibilities

Provide strategic and operational leadership for the Customer Support organization, setting priorities, goals, and performance expectations.
Lead, coach, and develop Support managers and teams; foster accountability, collaboration, and customer advocacy.
Ensure customers receive value from annual maintenance and support agreements and a high-quality experience.
Act as senior escalation point to drive ownership, communication, and resolution.
Establish, monitor, and report on departmental goals, SLAs, and KPIs.
Drive continuous improvement of Support processes, tools, and practices.
Champion AI-enabled support tools and automation to boost productivity and service quality.
Strengthen customer relationships and support revenue opportunities within existing base.
Align Support operations with contractual commitments and oversee ticket management systems.
Collaborate with Product, Development, Professional Services, Sales, Finance, and others to enhance end-to-end experience.
Represent Support during customer visits and events; travel as needed.