Remote Director of Support & AI-Driven Excellence

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

Benefits offered by this job

3 weeks vacation and 5 personal days

Comprehensive Medical, Dental, and Vis

Job summary

Cayenta seeks a Director of Support Services to join its management team and lead the Support organization with a strong customer focus. The role emphasizes operational excellence, delivering high-quality support to existing customers, and aligning with strategic initiatives.

This remote position welcomes candidates in the United States and Canada. A 25% travel expectation applies, with a Bachelor's degree and 5+ years of management experience in a customer or technical support environment.

Qualifications

• 5+ years of management experience in a customer support or technical support environment.
• Proven ability to lead managers and multi-level support organizations.
• Strong leadership, organizational, communication, and problem-solving skills.
• Experience driving operational improvements through metrics and process optimization.
• Experience leveraging AI and automation to improve business processes is preferred.

Responsibilities

• Direct/lead the Support team for proprietary software.
• Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers.
• Identify and implement opportunities to improve service delivery and operational efficiency.
• Manage and delegate customer escalations, ensuring timely service recovery and resolution.
• Liaise between customers, R&D, Professional Services, Sales, and internal teams to resolve inquiries.
• Partner with the VP to execute strategic initiatives for Support and Managed Services.
• Establish, document, and maintain scalable operational processes to support growth.
• Monitor and report on key operational metrics and drive continuous improvement.
• Meet and exceed company metrics and KPIs; prepare monthly and annual budget updates.
• Collaborate with Finance to prepare billings; develop operational documentation and SOPs.
• Continually seek opportunities to improve customer experience and expand service offerings.
• Lead adoption of AI and automation to improve productivity and customer experience.
• Approve and track third-party invoices for Maintenance renewals and new name sales.
• Manage employee expense approvals.
• Work with senior leadership; travel to customer sites and events as required.

Skills

Leadership

Communication

Problem-solving

Metrics-driven

AI & automation experience

Team coaching

Education

Bachelor's Degree

Job description

Cayenta seeks a Director of Support Services to join its management team and lead the Support organization with a strong customer focus. The role emphasizes operational excellence, delivering high-quality support to existing customers, and aligning with strategic initiatives.

This remote position welcomes candidates in the United States and Canada. A 25% travel expectation applies, with a Bachelor's degree and 5+ years of management experience in a customer or technical support environment.