Director of Global Support & AI Excellence

US Health Partners, LLC; Phoenix (AZ); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

401(k) matching

Unlimited PTO

Volunteer days

Healthcare benefits

Parent leave

Company outings

Job summary

Virtuous is seeking a Director of Support to own a 23-person global support organization across three manager-led teams aligned to Product and Engineering. You will scale tooling, processes, and metrics as the team grows, with an AI-forward mandate over Swift CX.

This leadership role reports to the CCO, partners with CX Ops and success teams, and shapes how AI-assisted triage and first response evolve. You’ll drive SLA, wait times, and a data-driven staffing narrative while mentoring managers

Qualifications

• 7+ years leading technical or customer support functions in B2B SaaS with managers across a 20+ person team.
• Proven ability to scale a support organization through rapid growth.
• Deep Zendesk experience: admin and Explore reporting.
• Track record building or maturing a support metrics framework.
• Strong pattern recognition with ticket and escalation data.
• Comfortable working directly with customers.
• Hands-on comfort with AI tooling.
• Excellent written and verbal communication.
• Comfort with ambiguity and building structure where it doesn’t yet exist.

Responsibilities

• Lead, develop, and scale a 23-person support organization across three manager-led teams.
• Drive first reply time toward SLA targets based on ticket priority.
• Own Requester Wait Time: respond within 24 hours on re-engaged tickets.
• Translate ticket volume and performance into a data-backed staffing narrative.
• Turn escalation flags into action with Product Management involvement.
• Evolve team development through a documented, clear process.
• Advance coaching for managers and individual contributors.
• Foster a collaborative, high-engagement culture with mentorship.

Skills

Leadership

People management

Zendesk Admin

AI tooling

Metrics framework

Customer engagement

Communication

Ambiguity tolerance

Tools

Zendesk

Job description

Virtuous is seeking a Director of Support to own a 23-person global support organization across three manager-led teams aligned to Product and Engineering. You will scale tooling, processes, and metrics as the team grows, with an AI-forward mandate over Swift CX.

This leadership role reports to the CCO, partners with CX Ops and success teams, and shapes how AI-assisted triage and first response evolve. You’ll drive SLA, wait times, and a data-driven staffing narrative while mentoring managers