Remote Director of Customer Support & AI-Driven Excellence

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

Job summary

Aumentum Technologies is seeking a Director of Customer Support to lead the organization from a remote setting. You will shape strategy, mentor leaders, and elevate the customer experience across all support functions.

You will drive SLAs, metrics, and governance while advancing AI-powered tools, automation, and knowledge management to improve analyst productivity and service quality. Occasional travel may be required.

Qualifications

• Proven leadership experience in customer support/software
• Strong ability to develop managers and teams
• Excellent customer-facing communication and relationship management
• Experience handling complex escalations and senior stakeholders
• Ability to set metrics and drive data-based improvements
• Experience with AI-powered support technologies and automation

Responsibilities

• Provide strategic and operational leadership for the Customer Support organization, establishing priorities, goals, and performance expectations.
• Lead, coach, and develop Support managers and teams, fostering accountability and collaboration.
• Ensure customers receive high-quality support and value from annual maintenance agreements.
• Serve as senior escalation point for complex issues, driving ownership and resolution.
• Establish and monitor departmental goals, SLAs, and operational metrics.
• Improve Support processes, tools, and workflows for efficiency and service quality.
• Champion AI-enabled tools and automation to boost productivity and knowledge management.
• Identify opportunities to strengthen customer relationships and retention within existing accounts.
• Align Support operations with contractual commitments and governance across systems.
• Collaborate with Product, Development, Professional Services, Sales, and Finance to enhance end-to-end experience.
• Represent Support during visits and events, with occasional travel.

Skills

Strategic leadership

People leadership

Customer advocacy

Escalation management

Operational excellence

SaaS environments

AI-enabled support

Automation

Data analysis

Cross-functional collaboration

Job description

Aumentum Technologies is seeking a Director of Customer Support to lead the organization from a remote setting. You will shape strategy, mentor leaders, and elevate the customer experience across all support functions.

You will drive SLAs, metrics, and governance while advancing AI-powered tools, automation, and knowledge management to improve analyst productivity and service quality. Occasional travel may be required.