Director, Customer Support

🔥 1 minute ago

🐊 Florida, New York, +5 more states – Remote

🐊 Florida – Remote 🗽 New York – Remote 🏈 Ohio – Remote 🚗 Michigan – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $120k - $130k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Harris Computer is a company that provides mission-critical software solutions across various industries, including the public sector, healthcare, utilities, and private sector verticals. They focus on acquiring businesses with growth potential, managing them effectively, and building them for future success. Harris Computer serves over 100,000 customers with a global presence in North America, Europe, Asia, and Australia, employing over 12,000 people. Their mission is to empower customers to deliver on their goals by offering tailored software and services.

📋 Description

• Provide strategic and operational leadership for the Customer Support organization • Establish priorities, goals, performance expectations, departmental goals, service levels, operational metrics, and KPIs • Lead, coach, and develop Support managers and team members • Build a culture of accountability, collaboration, continuous improvement, and customer advocacy • Ensure customers receive meaningful value from maintenance and support agreements and a high-quality support experience • Serve as a senior escalation point for complex or high-impact customer issues • Drive continuous improvement of Support processes, workflows, tools, and operating practices • Champion adoption and effective use of AI-enabled support tools and automation • Identify opportunities to strengthen customer relationships, improve retention and referenceability, and support incremental revenue opportunities • Ensure Support operations and customer communications align with contractual commitments • Oversee governance and improvement of customer support and ticket management systems • Collaborate across Product, Development, Professional Services, Sales, Finance, and other business functions • Represent Customer Support during customer visits, user group meetings, conferences, and other business events

🎯 Requirements

• Proven leadership experience within a customer support, customer success, professional services, or related software organization • Demonstrated experience developing managers, building high-performing teams, driving accountability, and leading organizational change • Exceptional customer-facing, communication, relationship-management, and interpersonal skills • Experience managing complex customer escalations and communicating effectively with senior customer and internal stakeholders • Strong operational and analytical skills, including establishing metrics, evaluating performance, identifying trends, and translating 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 • 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 PowerPoint • Microsoft 365 and Copilot • Customer support/ticketing platforms • AI-enabled support, chatbot, and knowledge management technologies • Reporting, analytics, and performance management tools

🏖️ Benefits

• Annual maintenance and support agreements are provided to customers (role-related offering, not an employee benefit) • Occasional travel to customer visits, user group meetings, customer conferences, and other business events

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