Director, Customer Support

Harris Computer; Indiana; Remote; USD 120,000 - 130,000; Full time

Job summary

Aumentum Technologies is seeking a Director of Customer Support to lead the organization from a remote setting. You will shape strategy, mentor leaders, and elevate the customer experience across all support functions.

You will drive SLAs, metrics, and governance while advancing AI-powered tools, automation, and knowledge management to improve analyst productivity and service quality. Occasional travel may be required.

Qualifications

• Proven leadership experience in customer support/software
• Strong ability to develop managers and teams
• Excellent customer-facing communication and relationship management
• Experience handling complex escalations and senior stakeholders
• Ability to set metrics and drive data-based improvements
• Experience with AI-powered support technologies and automation

Responsibilities

• Provide strategic and operational leadership for the Customer Support organization, establishing priorities, goals, and performance expectations.
• Lead, coach, and develop Support managers and teams, fostering accountability and collaboration.
• Ensure customers receive high-quality support and value from annual maintenance agreements.
• Serve as senior escalation point for complex issues, driving ownership and resolution.
• Establish and monitor departmental goals, SLAs, and operational metrics.
• Improve Support processes, tools, and workflows for efficiency and service quality.
• Champion AI-enabled tools and automation to boost productivity and knowledge management.
• Identify opportunities to strengthen customer relationships and retention within existing accounts.
• Align Support operations with contractual commitments and governance across systems.
• Collaborate with Product, Development, Professional Services, Sales, and Finance to enhance end-to-end experience.
• Represent Support during visits and events, with occasional travel.

Skills

Strategic leadership

People leadership

Customer advocacy

Escalation management

Operational excellence

SaaS environments

AI-enabled support

Automation

Data analysis

Cross-functional collaboration

Job description

Director of Customer Support
Aumentum - Remote

Aumentum Technologies is seeking an experienced Director of Customer Support to provide strategic and operational leadership for our Customer Support organization. This individual will be a highly engaged, customer-focused leader who can develop strong teams, drive accountability, improve operational performance, and continuously elevate the customer experience.

The Director will have overall responsibility for Support Services operations and service delivery for our existing customers. This role will lead Support initiatives and priorities, develop and mentor Support leaders, serve as a senior escalation point for customers, and partner across the organization to strengthen customer relationships, improve retention, and deliver measurable business results.

The ideal candidate will also bring experience with AI-enabled customer support tools, automation, and emerging technologies and understand how these capabilities can be used responsibly to improve analyst productivity, knowledge management, ticket handling, and the overall customer experience.

What Your Impact Will Be

• Provide strategic and operational leadership for the Customer Support organization, establishing priorities, goals, and performance expectations.
• Lead, coach, and develop Support managers and team members while building a culture of accountability, collaboration, continuous improvement, and customer advocacy.
• Ensure customers receive meaningful value from their annual maintenance and support agreements and consistently receive a high-quality support experience.
• Serve as a senior point of escalation for complex or high-impact customer issues, driving appropriate ownership, communication, and resolution.
• Establish, monitor, and communicate departmental goals, service levels, operational metrics, and other key performance indicators.
• Drive continuous improvement of Support processes, workflows, tools, and operating practices to improve efficiency and service delivery.
• Champion the adoption and effective use of AI-enabled support tools and automation to improve productivity, knowledge accessibility, ticket management, customer responsiveness, and service quality.
• Identify opportunities to strengthen customer relationships, improve retention and referenceability, and support incremental revenue opportunities within the existing customer base.
• Understand customer maintenance agreements and ensure Support operations and customer communications align with contractual commitments.
• Oversee the effective use, governance, and ongoing improvement of the organization's customer support and ticket management systems.
• Collaborate across Product, Development, Professional Services, Sales, Finance, and other business functions to address customer needs and improve the end-to-end customer experience.
• Represent Customer Support during customer visits, user group meetings, customer conferences, and other business events, with occasional travel required.

What We Are Looking For

• Proven leadership experience within a customer support, customer success, professional services, or related software organization.
• A strong people leader with demonstrated experience developing managers, building high-performing teams, driving accountability, and leading organizational change.
• Exceptional customer-facing, communication, relationship-management, and interpersonal skills.
• A strong customer advocate who is passionate about delivering an excellent customer experience while balancing customer and business needs.
• Experience managing complex customer escalations and communicating effectively with senior customer and internal stakeholders.
• Strong operational and analytical skills with the ability to establish metrics, evaluate performance, identify trends, and translate data into action.
• Ability to manage multiple priorities and drive initiatives through to measurable results.
• Working knowledge of software applications, SaaS environments, technical support processes, and modern customer support technologies.
• Experience with AI-powered customer support technologies, generative AI, automation, chatbots, knowledge management tools, or AI-assisted service workflows.
• Demonstrated ability to identify practical opportunities to apply AI and automation while maintaining appropriate human oversight and a strong customer experience.
• Strong judgment, integrity, accountability, and a collaborative leadership style.
• Experience with local government, property tax, or public-sector software is a strong plus.

Additional Desired Skills

• Microsoft Excel
• Microsoft Power BI
• Microsoft PowerPoint
• Microsoft 365 and Copilot
• Customer support/ticketing platforms
• AI-enabled support, chatbot, and knowledge management technologies
• Reporting, analytics, and performance management tools

Salary range: $120,000 - $130,000 USD per year.