Remote Director of Customer Support & Operations

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

Benefits offered by this job

3 weeks vacation

5 personal days

Medical, Dental, Vision benefits

Employee stock ownership

RRSP/401k matching

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to lead our Support organization and drive service excellence for our existing client base. You will manage the Support team, develop talent, and align operations with strategic goals.

The role emphasizes customer experience, data-driven decision making, and AI-enabled workflows to improve efficiency. Remote-ready in US/Canada with travel as needed (~25%).

Qualifications

• Bachelor's degree required.
• Minimum 5+ years managing customer support or technical support teams.
• Proven success leading managers and multi-level support orgs.
• Strong leadership, organization, communication and problem-solving skills.
• Experience driving operational improvements via metrics and process optimization.
• Experience with AI/automation is a plus; billing domain knowledge is an asset.

Responsibilities

• Lead and coach the Support Analysts, Team Leads, and Managers; foster talent growth.
• Identify opportunities to improve service delivery and customer value.
• Oversee escalations and ensure timely service recovery and resolution.
• Coordinate with R&D, Professional Services, Sales, and other teams to resolve inquiries.
• Partner with VP to drive strategic initiatives for Support and Managed Services.
• Document scalable processes and maintain SOPs for growth.
• Monitor KPIs, drive data-driven improvements, manage budgets and forecasts.

Skills

Leadership

Operations management

Customer support

Process improvement

AI & automation

Billing experience

Communication

Problem solving

Education

Bachelor's degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to lead our Support organization and drive service excellence for our existing client base. You will manage the Support team, develop talent, and align operations with strategic goals.

The role emphasizes customer experience, data-driven decision making, and AI-enabled workflows to improve efficiency. Remote-ready in US/Canada with travel as needed (~25%).