Director of Customer Support & AI Initiatives (Hybrid)

BS&A Software; Bath Charter Township (MI); Hybrid; USD 120,000 - 160,000; Full time

Job summary

BS&A Software is seeking an experienced Director of Customer Support to lead day-to-day operations, own results, and drive improvements in tools, processes, and the AI roadmap. This self-directed leader identifies what needs to change, builds the plan, and executes with autonomy.

The successful candidate has led customer support teams in complex B2B/B2G environments and can maintain high customer satisfaction while driving efficiency.

Qualifications

• Five or more years in customer support with at least three in a management/leadership role, ideally within ERP or complex B2B/B2G SaaS environments.
• Experience with customer support tools; Salesforce Service Cloud experience highly preferred.
• Excellent organizational, operational, and planning skills.
• Hybrid work model based in Lansing, MI with occasional travel to other offices.

Responsibilities

• Lead day-to-day operations of the Support organization, owning the results and proactively driving improvements.
• Turn the customer support strategy into operating plans aligned with BS&A’s goals and core values.
• Lead, mentor, and develop a high-performing team of support managers, team leaders, and professionals.
• Establish and monitor KPIs and operating cadences (WoW, MoM, QoQ, YoY) to run Support efficiently.
• Analyze customer feedback and support data to identify trends and drive improvements in processes and productivity.
• Partner with Product, Engineering, Professional Services, Sales, and other departments to relay customer feedback.
• Develop training and professional development programs for the team.
• Evaluate and optimize support tools and lead AI initiatives such as AI-assisted case resolution and knowledge automation.
• Explore future offerings, including potential paid premium support options.

Skills

Customer focus

Leadership

Analytical mindset

Data-driven

Autonomy/Self-starter

Operational mindset

Communication skills

Education

Bachelor’s degree

Tools

Salesforce Service Cloud

Job description

BS&A Software is seeking an experienced Director of Customer Support to lead day-to-day operations, own results, and drive improvements in tools, processes, and the AI roadmap. This self-directed leader identifies what needs to change, builds the plan, and executes with autonomy.

The successful candidate has led customer support teams in complex B2B/B2G environments and can maintain high customer satisfaction while driving efficiency.