Remote Director of Support & Customer Experience

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

Benefits offered by this job

3 weeks vacation

5 personal days

Medical, dental, and vision benefits

Stock ownership & RRSP/401k matching

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Director of Support Services to join its management team. The role leads our Support organization, drives operational excellence, and enhances the customer experience for our existing customer base.

This remote role welcomes candidates anywhere in the United States and Canada, with travel ~25%. The ideal candidate has 5+ years of managerial experience in customer or technical support, strong leadership, and a proven record of improving metrics and

Qualifications

• Bachelor's degree required.
• 5+ years of management experience in a customer/technical support environment.
• Experience leading managers and multi-level support teams.
• Experience driving operational improvements through metrics and process optimization.
• Experience leveraging AI and automation to improve business processes preferred.
• Billing/utility experience is a plus.

Responsibilities

• Lead and develop the Support team for proprietary software.
• Coach and evaluate Analysts, Team Leads, and Managers.
• Identify opportunities to improve service delivery and efficiency.
• Manage escalations to ensure timely resolution and service recovery.
• Coordinate with R&D, Professional Services, Sales and other teams to resolve inquiries.
• Partner with the VP to execute strategic initiatives for Support and Managed Services.

Skills

Management experience

Leadership

Customer support

Operational improvements

AI & automation

Billing experience

Strong communication

Education

Bachelor's degree

Job description

Cayenta, a division of Harris, seeks a Director of Support Services to join its management team. The role leads our Support organization, drives operational excellence, and enhances the customer experience for our existing customer base.

This remote role welcomes candidates anywhere in the United States and Canada, with travel ~25%. The ideal candidate has 5+ years of managerial experience in customer or technical support, strong leadership, and a proven record of improving metrics and