Director of Customer Support & Operations (Remote)

Harris Computer; Tennessee; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

3 weeks vacation

5 personal days

Medical, Dental, Vision benefits

Stock ownership program

RRSP/401k matching

Remote work

Job summary

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. The role is remote and welcomes candidates anywhere in Canada and the US, with travel ~25%.

You will lead the Support organization, drive operational excellence, and enhance the customer experience for the existing customer base. The ideal candidate has a Bachelor’s degree and 5+ years of management in customer/technical support, with a track record of coaching leaders and improving processes.

Qualifications

• Bachelor's degree required.
• 5+ years in management of customer or technical support.
• Proven ability to lead multi-level support teams.
• Strong leadership, organizational and communication skills.
• Experience driving operational improvements with metrics and processes.

Responsibilities

• Direct and lead the Support team for proprietary software.
• Coach and evaluate Analysts, Team Leads, and Managers.
• Improve service delivery and operational efficiency.
• Manage customer escalations and ensure timely resolutions.
• Collaborate with cross-functional teams to resolve inquiries.

Skills

Leadership

Customer focus

Strategic thinking

AI adoption

Data-driven

Education

Bachelor's Degree

Tools

AI tools

Automation platforms

Data analytics

Job description

Cayenta, a division of Harris, is seeking a Director of Support Services to join its management team. The role is remote and welcomes candidates anywhere in Canada and the US, with travel ~25%.

You will lead the Support organization, drive operational excellence, and enhance the customer experience for the existing customer base. The ideal candidate has a Bachelor’s degree and 5+ years of management in customer/technical support, with a track record of coaching leaders and improving processes.