Director of AI-Driven Global Support

Virtuous; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Virtuous seeks a Director of Support to own a 23-person global team across three manager-led groups aligned to Product and Engineering. You will scale tooling, processes, and performance metrics as the team grows, with an AI-forward mandate for Swift CX and first-response triage.

You will own SLA targets, capacity planning, and a data-driven staffing narrative, while coaching managers and agents and partnering across CX Ops, Customer Success, and Enablement to keep support integrated with the

Qualifications

• 7+ years leading technical or customer support functions in B2B SaaS.
• Experience managing managers across a team of 20+.
• Deep Zendesk administration and Explore reporting experience.
• Track record of scaling a support org through rapid growth.
• Strong pattern recognition with ticket and escalation data.
• Hands-on with AI tooling to improve workflows.
• Excellent written and verbal communication.
• Comfort with ambiguity and building structure where none exists.
• Ability to engage directly with customers on high-visibility escalations.

Skills

Leadership across 20+ people

Growth scaling

AI tooling experience

Customer relationships

Communication excellence

Process improvement

Ambiguity management

Strategic thinking

Mentorship & coaching

Tools

Zendesk

Job description

Virtuous seeks a Director of Support to own a 23-person global team across three manager-led groups aligned to Product and Engineering. You will scale tooling, processes, and performance metrics as the team grows, with an AI-forward mandate for Swift CX and first-response triage.

You will own SLA targets, capacity planning, and a data-driven staffing narrative, while coaching managers and agents and partnering across CX Ops, Customer Success, and Enablement to keep support integrated with the