Director, Customer Support

This is a fully remote position, open to applicants in Florida, +6 more states.

📋 Description

• Provide strategic and operational guidance for the Customer Support organization.

• Set priorities, goals, performance expectations, departmental objectives, service levels, operational metrics, and KPIs.

• Lead, mentor, and develop Support managers and team members.

• Foster a culture of accountability, collaboration, continuous improvement, and customer advocacy.

• Ensure customers gain significant value from maintenance and support agreements and receive a high-quality support experience.

• Act as a senior escalation point for complex or high-impact customer issues.

• Drive ongoing enhancements of Support processes, workflows, tools, and operating practices.

• Advocate for the adoption and effective use of AI-enabled support tools and automation.

• Identify opportunities to enhance customer relationships, improve retention and referenceability, and support incremental revenue opportunities.

• Ensure Support operations and customer communications adhere to contractual commitments.

• Oversee governance and improvement of customer support and ticket management systems.

• Collaborate with 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 in customer support, customer success, professional services, or a related software organization.

• Demonstrated experience in developing managers, creating high-performing teams, driving accountability, and leading organizational change.

• Exceptional skills in customer-facing communication, relationship management, and interpersonal interactions.

• Experience managing complex customer escalations and effectively communicating with senior customer and internal stakeholders.

• Strong operational and analytical capabilities, including setting metrics, evaluating performance, identifying trends, and translating data into actionable insights.

• Ability to manage multiple priorities and drive initiatives to achieve measurable results.

• Familiarity with software applications, SaaS environments, technical support processes, and modern customer support technologies.

• Experience with AI-powered customer support technologies, including generative AI, automation, chatbots, knowledge management tools, or AI-assisted service workflows.

• Ability to identify practical opportunities for applying AI and automation while ensuring 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 significant advantage.

• Proficient in Microsoft Excel.

• Proficient in Microsoft Power BI.

• Proficient in Microsoft PowerPoint.

• Proficient in Microsoft 365 and Copilot.

• Familiarity with customer support/ticketing platforms.

• Knowledge of AI-enabled support, chatbot, and knowledge management technologies.

• Experience with reporting, analytics, and performance management tools.

🏝️ Benefits

• Annual maintenance and support agreements are offered to customers (this is role-related and not an employee benefit).

• Occasional travel for customer visits, user group meetings, customer conferences, and other business events.