Remote New

DIR Support Shared Services

Lumen Technologies

$ - $ yearly

United States

Sep 12, 2025

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Director of Support Shared Services will lead and oversee the Support Shared Services Center (TIER 1 SALES SYSTEM AND PROCESS GUIDANCE), and Customer Support Services (TASK COMPLETIONS, RESEARCH, AND GUIDANCE). This role is responsible for ensuring high-quality support and service levels to internal sales professionals and the customer support organization. The Director will drive the development and implementation of support strategies, manage resources, and ensure the effective resolution of pre-sales and post-sales issues.

The Main Responsibilities

Leadership and Strategy:

Develop and implement support strategies for TIER 1 SALES SYSTEM AND PROCESS GUIDANCE, and TASK COMPLETIONS, RESEARCH, AND GUIDANCE teams to enhance service levels and customer satisfaction.
Lead and mentor a team of support professionals, fostering a culture of continuous improvement and excellence.
Collaborate with cross-functional teams, including the Quote Desk, Order Entry, IT, and customer service, to align support services with organizational goals.

Support Services Management:

Oversee the TIER 1 SALES SYSTEM AND PROCESS GUIDANCE team in providing issue resolution and answering questions related to pre-sales processes, policies, systems, and tools.
Manage the TASK COMPLETIONS, RESEARCH, AND GUIDANCE team in offering support for existing logos, including quote assistance, contract management, inventory reporting, and billing research.
Direct the team in guiding teammates through processes, navigating systems and tools, and maintaining the integrity of the Knowledge Center.

Customer Relationship Management:

Ensure effective communication and collaboration with internal sales professionals and the customer support organization.
Address and resolve complex customer issues, providing guidance and support as needed.
Monitor customer feedback and implement improvements to enhance the customer experience.

Resource Allocation and Optimization:

Allocate resources effectively to meet support demands and ensure timely issue resolution.
Identify and address process gaps, engaging with the process teams to develop long-term solutions.
Optimize the use of support tools and systems to improve efficiency and effectiveness.

Reporting and Analysis:

Track and analyze support metrics to measure performance and identify areas for improvement.
Prepare and present reports on support activities, trends, and outcomes to senior management.
Utilize data to drive decision-making and enhance support strategies.

Embrace Digital Transformation:

Automation and AI Integration: Implement AI-driven chatbots and automation tools to handle routine support tasks, freeing up human agents to focus on more complex issues. This will enhance efficiency and reduce response times.
Data Analytics: Utilize advanced data analytics to gain insights into customer behavior, identify trends, and proactively address potential issues. This will help in making data-driven decisions and improving overall support quality.

Enhance Customer Experience:

Personalized Support: Develop personalized support strategies by leveraging customer data to tailor interactions and provide relevant solutions. This will increase customer satisfaction and loyalty.
Omnichannel Support: Ensure seamless support across multiple channels, including phone, email, chat, social media, and self-service portals. This will provide customers with a consistent and convenient support experience.

What We Look For in a Candidate

Bachelor's degree in Business Administration, Information Technology, or a related field.
Proven experience in a leadership role within a support services environment.
Strong understanding of pre-sales and post-sales processes, systems, and tools.
Excellent communication, interpersonal, and problem-solving skills.
Ability to manage multiple priorities and work effectively in a fast-paced environment.

Preferred Qualifications:

Experience with CRM systems and customer support tools.
Knowledge of industry best practices in support services and customer relationship management.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$149,084 - $198,779 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$156,539 - $208,718 in these states: CO HI MI MN NC NH NV OR RI
$163,993 - $218,657 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

Benefits

Bonus Structure

#LI-Remote

Requisition #: 339408

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline
09/15/2025