Head of AI-Driven Customer Support — Remote

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

Job summary

Aumentum Technologies is seeking a Director of Customer Support to lead and evolve our global Support organization, focusing on customer excellence and operational performance. This role requires strategic thinking, strong people leadership, and a commitment to leveraging AI-enabled tools to improve efficiency and service quality.

You will partner across Product, Development, and Sales to enhance the customer journey, manage escalations, and drive value from maintenance agreements.

Qualifications

• Proven leadership in a software org (customer support or success).
• Strong customer-facing, communication, and relationship-management skills.
• Experience with AI-powered support technologies and automation.

Responsibilities

• Provide strategic and operational leadership for the Customer Support organization with clear goals and metrics.
• Coach and develop Support managers and teams, fostering accountability and collaboration.
• Ensure customers receive high-quality support and value from maintenance and support agreements.
• Serve as senior escalation point for complex/high-impact issues and drive resolution.
• Monitor departmental goals, SLAs, and key performance indicators.
• Drive process and tool improvements to enhance efficiency and service delivery.
• Champion AI-enabled tools to improve productivity and ticket handling.
• Strengthen customer relationships, retention, and referenceability, and explore incremental revenue opportunities.
• Ensure support operations align with contractual commitments and governance.
• Oversee use of ticketing systems and knowledge management across teams.
• Collaborate with Product, Development, Professional Services, Sales, and Finance to improve end-to-end experience.
• Represent Support during visits, user groups, conferences, and events with occasional travel.

Skills

Leadership

Customer support

SaaS

AI-enabled tools

Analytics

Stakeholder management

Tools

AI-enabled support tools

Knowledge management tools

Ticketing systems

Power BI

Copilot

Job description

Aumentum Technologies is seeking a Director of Customer Support to lead and evolve our global Support organization, focusing on customer excellence and operational performance. This role requires strategic thinking, strong people leadership, and a commitment to leveraging AI-enabled tools to improve efficiency and service quality.

You will partner across Product, Development, and Sales to enhance the customer journey, manage escalations, and drive value from maintenance agreements.