Director of AI-Driven Customer Support

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

Job summary

Aumentum Technologies is seeking an experienced Director of Customer Support to lead our Customer Support organization and drive strategic initiatives in a remote setting. You will develop and mentor leaders, manage escalations, and partner across functions to improve retention and overall customer experience.

The role emphasizes AI-enabled tools, automation, and responsible use of technology to boost analyst productivity and service quality. Travel may be required for key events.

Qualifications

• Proven leadership in a customer support or related software organization.
• Ability to develop managers and teams while driving accountability.
• Excellent customer-facing communication and relationships skills.
• Experience with AI-powered support technologies and automation.

Responsibilities

• Provide strategic and operational leadership for the customer support organization, setting priorities and performance expectations.
• Coach and develop Support managers and teams to build a culture of accountability and customer advocacy.
• Serve as senior escalation point for complex issues and drive ownership, communication and resolution.
• Establish and monitor departmental goals, service levels, and KPIs; drive continuous improvement of processes and tools.

Skills

Leadership

Customer advocacy

Communication

Analytical skills

SaaS environments

AI-enabled tools

Escalation management

Tools

Microsoft Excel

Microsoft Power BI

Microsoft PowerPoint

Microsoft 365 & Copilot

AI-enabled support platforms

Chatbots

Job description

Aumentum Technologies is seeking an experienced Director of Customer Support to lead our Customer Support organization and drive strategic initiatives in a remote setting. You will develop and mentor leaders, manage escalations, and partner across functions to improve retention and overall customer experience.

The role emphasizes AI-enabled tools, automation, and responsible use of technology to boost analyst productivity and service quality. Travel may be required for key events.