Remote Director of AI-Driven Customer Support

Harris Computer

Ohio

Remoto

USD 120.000 - 130.000

Tempo pieno

2 giorni fa

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Descrizione del lavoro

Aumentum Technologies seeks an experienced Director of Customer Support to provide strategic and operational leadership for our Customer Support organization. This remote role will build strong teams, drive accountability, and elevate the customer experience across the value chain.

The ideal candidate will lead the support function, develop leaders, act as a senior escalation point, and collaborate across functions to improve retention, referenceability, and overall service delivery.

Competenze

Proven leadership in a customer support or related software organization.
Experience developing managers and high-performing teams.
Exceptional customer-facing communication and relationship-management skills.
Ability to manage complex escalations and communicate with senior stakeholders.
Strong operational and analytical skills with metrics and data-driven actions.
Experience with AI-powered support technologies and automation.

Mansioni

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.
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.