Director, Customer Support

Director of Customer Support
Aumentum - Remote

Director of Customer Support

Aumentum Technologies is seeking an experienced Director of Customer Support to provide strategic and operational leadership for our Customer Support organization. This individual will be a highly engaged, customer-focused leader who can develop strong teams, drive accountability, improve operational performance, and continuously elevate the customer experience.

The Director will have overall responsibility for Support Services operations and service delivery for our existing customers. This role will lead Support initiatives and priorities, develop and mentor Support leaders, serve as a senior escalation point for customers, and partner across the organization to strengthen customer relationships, improve retention, and deliver measurable business results.

The ideal candidate will also bring experience with AI-enabled customer support tools, automation, and emerging technologies and understand how these capabilities can be used responsibly to improve analyst productivity, knowledge management, ticket handling, and the overall customer experience.

What your impact will be:

• 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.

What we are looking for:

• 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.

Additional desired skills:

• 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

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

Abous Us

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries.

We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work.

Follow us on LinkedIn to learn more about our culture, values, and career opportunities.

Equal Opportunity

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants who require a reasonable accommodation due to a disability may contact us by email at HarrisTalentAcquisition@harriscomputer.com. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster

EO 13496: Notification of Employee Rights under Federal Labor Laws

Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.