About This Role
This remote Director of Support Services role is for a highly energetic self-starter who will join the management team and take on responsibilities within the Support organization. The Director will lead the Support team, drive operational excellence, improve the customer experience, and ensure the successful delivery of support services to the existing customer base.
Responsibilities
- Direct and lead the Support team for proprietary software
- Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers
- Identify and implement opportunities to improve service delivery, operational efficiency, and customer value
- Manage and delegate customer escalations, when necessary, ensuring timely service recovery and resolution
- Liaise between customers, R&D, Professional Services, Sales, and other internal teams to resolve support and service inquiries
- Partner with the Vice President to execute strategic initiatives for the Support and Managed Services organizations
- Establish, document, and maintain scalable operational processes to support business growth
- Monitor and report on key operational metrics and drive continuous improvement through data-driven decision making
- Meet and exceed company metrics (Accounts Receivable, Customer Service Ratios, and other operational KPIs)
- Prepare monthly and annual updates for budgets, accruals, and forecasts
- Collaborate with the Finance Department to prepare annual and monthly billings for the customer base
- Develop and maintain operational documentation, knowledge management practices, and standard operating procedures
- Continually seek opportunities to improve customer experience and expand service offerings
- Lead the adoption of AI and automation to improve team 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 leadership, both internal and external
- 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
- Hold a current, valid passport and be legally eligible to travel internationally, including passport-based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean
