Director of Support Services

Job not on LinkedIn

🔥 6 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Cayenta

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1983

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Cayenta is a provider of mission critical software solutions, serving various sectors including Public Sector, Healthcare, Utilities, and Private Sector. The company focuses on empowering its customers to deliver on their mission through effective software and services. With a considerable customer base and employee count, Cayenta is committed to building sustainable customer relationships and fostering a workplace that allows employees to realize their personal and professional dreams.

📋 Description

• Lead the Support team for proprietary software • Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers • Improve service delivery, operational efficiency, and customer value • Manage and delegate customer escalations, ensuring timely service recovery and resolution • Liaise between customers, R&D, Professional Services, Sales, and other internal teams • Partner with the Vice President on strategic initiatives for Support and Managed Services • Establish, document, and maintain scalable operational processes • Monitor and report key operational metrics and drive continuous improvement through data-driven decisions • Meet and exceed company metrics, including Accounts Receivable, Customer Service Ratios, and operational KPIs • Prepare monthly and annual updates for budgets, accruals, and forecasts • Collaborate with Finance on annual and monthly customer billings • Develop operational documentation, knowledge management practices, and standard operating procedures • Improve customer experience and expand service offerings • Lead adoption of AI and automation for productivity, customer experience, and operational efficiency • Approve and track third-party invoices for Maintenance renewals and new name sales • Manage employee expense approvals • Work with senior internal and external leadership • Travel to customer sites, conferences, and company meetings as required

🎯 Requirements

• Bachelor's Degree • 5+ years of management experience in a customer support or technical support environment • Demonstrated experience leading managers and multi-level support organizations • Strong leadership, organizational, communication, and problem-solving skills • Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives • Experience leveraging AI and automation to improve business processes is preferred • Utility/Billing experience is an asset • Current, valid passport • Legally eligible to travel internationally • Passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean • Approximately 25% travel as required

🏖️ Benefits

• 3 weeks’ vacation and 5 personal days • Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment • Employee stock ownership and RRSP/401k matching programs • Lifestyle rewards • Remote work and more!