Remote Director of AI-Driven Customer Support

Harris Computer

Texas

Remote

USD 120,000 - 130,000

Full time

2 days ago

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Job summary

Aumentum Technologies is seeking a Director of Customer Support to lead strategic and operational efforts across the customer support organization. You will develop teams, drive accountability, and elevate the customer experience for our software customers.

Ideal candidates bring proven leadership in customer support, strong communication, and a track record of transforming service delivery with AI-enabled tools and automation while maintaining exceptional customer outcomes.

Qualifications

Proven leadership experience within a customer support, customer success, professional services, or related software organization.
A strong people leader with demonstrated experience developing managers, building high-performing teams, driving accountability, and leading organizational change.
Exceptional customer-facing, communication, relationship-management, and interpersonal skills.
A strong customer advocate who is passionate about delivering an excellent customer experience while balancing customer and business needs.
Experience managing complex customer escalations and communicating effectively with senior customer and internal stakeholders.
Strong operational and analytical skills with the ability to establish metrics, evaluate performance, identify trends, and translate data into action.
Ability to manage multiple priorities and drive initiatives through to measurable results.
Working knowledge of software applications, SaaS environments, technical support processes, and modern customer support technologies.
Experience with AI-powered customer support technologies, generative AI, automation, chatbots, knowledge management tools, or AI-assisted service workflows.

Responsibilities

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.
Ensure customers receive meaningful value from their annual maintenance and support agreements and consistently receive a high-quality support experience.
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.