Director of 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

Position Summary

We're hiring a Director of Support to own a 23-person global support organization across three manager led teams aligned directly to our core Product and Engineering functions. You'll scale and refine the tooling, operational processes, and performance metrics as the team enters its next phase of growth.

This is also an AI-forward mandate. You'll own Swift CX, our AI chatbot, and shape how AI-assisted triage and first response keep evolving across the team. We think AI should expand what the team can do, not replace headcount before capacity catches up.

How You Work

• Everyone acts like a founder. You own the SLA gap for the whole team, not just the parts assigned to you, and you run toward it
• Speed is a feature. You ship fixes and process changes quickly. You don't let a perfect process design hold up a near-term win
• Customer value above all else. Every metric change gets judged by whether it actually makes a nonprofit feel heard, not by whether the dashboard looks better
• One company, one team, one customer experience. You partner for real with CX Ops, Customer Success, Professional Services, and Enablement so support isn't operating in its own silo
• AI as a value accelerator. You use Swift CX and AI triage to take low-leverage work off the team's plate, so people spend more time on judgment calls and the human parts of the job

What You'll Own

TEAM & OPERATIONS

• Lead, develop, and scale a 23-person support organization by leading three team managers and driving operational excellence.
• Drive first reply time from today's baseline toward a sustained SLA of 2 to 72 hours, based on ticket priority
• Own Requester Wait Time: any time a customer re-engages on an open ticket, we reply within 24 hours, for as long as the ticket stays open.
• Build and defend the capacity plan: translate ticket volume, complexity, and team performance into a clear, data-backed staffing narrative for leadership
• Look across escalations for the pattern, individual contributors and managers already flag urgent tickets and patterns but you job is making sure those flags turn into action and escalation to Product Management
• Own and evolve the team development through a documented & clear process
• Evolve our coaching strategy to support ongoing career growth and performance for managers and individual contributors.
• Foster a collaborative, high engagement culture grounded in active mentorship, two way feedback, and sustainable pacing across all support tiers.

METRICS & REPORTING

• Own the core metrics here: first reply time (FRT) and the Tier 2 hand-off SLA are the headline numbers, tracked and reported on consistently
• Track and report on Requester Wait Time (24 hours on any re-engaged open ticket), ticket pickup time, tickets resolved, and CSAT

  AI & PROCESS

  • Own Swift CX, Virtuous's AI chatbot: its continued configuration, escalation logic, and roadmap for deflection
  • Identify and prioritize the highest-leverage places to expand AI further: triage, first replies, and deflection on repetitive ticket categories
  • Partner with Product and Engineering on the integrations and tooling an AI-augmented support operation needs
  • Enhance the quality and process discipline already in place: SLA tiering, escalation paths, bug reproduction and hand-off to EPD

  REPORTING & INFLUENCE

  • Report directly to the CCO and serve as the executive-level owner of the team's performance, roadmap, and resourcing conversation
  • Partner closely with CX Ops, Customer Success, Professional Services, and CX Enablement to keep support connected to the rest of the customer experience
  • Take a step back to truly understand the customer's pain from the customer's perspective, then share that across teams: the customer impact and desired outcomes, not just what the software can or can't do.
  • Engage directly with customers when it matters: a high-visibility escalation, a strategic account conversation, whatever the moment calls for

  You Must Have

  • 7+ years leading technical or customer support functions in B2B SaaS, with direct experience managing managers (not just individual contributors) across a team of 20+
  • A track record of scaling a support org through a period of fast growth
  • Deep, hands-on Zendesk experience: administration and Explore reporting, not just using it as an agent
  • A track record of building or maturing a support metrics framework. You can look at what a team tracks today and tell them what's missing
  • Strong pattern recognition with ticket and escalation data. You find the systemic issue behind a cluster of hard cases, and you can teach that instinct to your managers
  • Comfortable working directly with customers, not just managing through others
  • Real, hands‑on comfort with AI tooling. You've used it to build or improve a workflow yourself, not just bought a feature
  • Excellent written and verbal communication. You can coach a manager, brief an executive, and talk through a hard problem with a customer, all with the same clarity
  • Comfort with ambiguity and the resourcefulness to build structure and process where it doesn't yet exist