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 settings
Robust 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 Ottawa
🏢 Harris Computer
📍 Ottawa