Cayenta seeks an energetic Remote Director of Support Services to lead the support team and enhance customer experience across Canada and the US. This role focuses on operational excellence while utilizing AI to streamline processes. As a key member of Cayenta's management team, you’ll oversee the support organization, directly guiding Support Analysts and Team Leads. Your leadership will drive improvements in service delivery and customer satisfaction while addressing escalations effectively. This position requires someone who can navigate and liaise between various departments, ensuring timely resolutions and supporting strategic initiatives. Key Responsibilities:

- Lead the Support team for proprietary software solutions
- Coach and evaluate Support Analysts, Team Leads, and Managers




- Implement operational efficiency and service improvement initiatives
- Manage escalations and ensure timely recovery
- Collaborate with internal teams to resolve customer inquiries

Requirements:

- Bachelor’s Degree and 5+ years in management roles
- Experience in customer or technical support environments
- Solid leadership and communication skills
- Knowledge of AI tools and automation preferred
- Utility/Billing experience is an asset

Drive operational excellence and customer satisfaction as Cayenta’s Remote Director of Support Services. #J-18808-Ljbffr

📌 Remote Director of Support Services (Montreal)
🏢 Harris Computer
📍 Montreal