Director, Customer Support

Director of Customer Support
Aumentum - Remote

• 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.

• 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.
• Demonstrated ability to identify practical opportunities to apply AI and automation while maintaining appropriate human oversight and a strong customer experience.
• Strong judgment, integrity, accountability, and a collaborative leadership style.
• Experience with local government, property tax, or public-sector software is a strong plus.

• Microsoft Excel
• Microsoft Power BI
• Microsoft Power Point
• Microsoft 365 and Copilot
• Customer support/ticketing platforms
• AI-enabled support, chatbot, and knowledge management technologies
• Reporting, analytics, and performance management tools

Salary range: $120,000 - $130,000 USD per year.