Director of Global AI-Driven Support

Virtuous; Phoenix (AZ); On-site; USD 180,000 - 240,000; Full time

Job summary

Virtuous is seeking a Director of Support to lead 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 organization grows, with an AI-forward mandate around Swift CX and AI triage to enhance efficiency and customer outcomes.

You will own the support operations, establish staffing plans, and drive a data-driven culture.

Qualifications

• 7+ years leading technical or customer support functions in B2B SaaS
• Experience managing managers across a team of 20+
• Hands-on Zendesk experience and Explore reporting

Responsibilities

• Lead, develop, and scale a 23-person support org across three teams
• Own SLA and First Reply Time targets; drive data-backed staffing decisions
• Oversee AI tooling, including Swift CX and AI triage processes
• Report to the CCO and align with CX Ops, Customer Success, and Enablement
• Partner with Product and Engineering for AI-augmented support tooling

Skills

Leadership

Customer empathy

Analytical thinking

Communication

Tools

Zendesk Explore

Zendesk Admin

AI tooling

Job description

Virtuous is seeking a Director of Support to lead 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 organization grows, with an AI-forward mandate around Swift CX and AI triage to enhance efficiency and customer outcomes.

You will own the support operations, establish staffing plans, and drive a data-driven culture.