Director of Support

Jonas Software

4d • Remote

About The Position

The Director of Support at PrestoSports is responsible for defining the strategy, operations, and execution of world-class technical support for all PrestoSports clients, primarily collegiate athletic departments and conference offices. This role leads the entire Support organization, focusing on maximizing customer retention, achieving aggressive SLAs, and driving continuous improvement in the customer experience using data-driven insights. This leader acts as a critical voice of the customer, partnering with Product and Engineering teams to prioritize bug fixes, reduce support volume, and ensure the successful adoption of the PrestoSports Super Suite (Websites, Mobile Apps, Stats, Social Graphics.). A core function of this role is to champion the professional growth and coaching of the support team, ensuring high engagement and low turnover.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 8+ years of experience in a technical client support or customer success role within a high-growth SaaS environment.
• 5+ years of experience in a leadership or management role, specifically managing a high-volume, global or 24/7 technical support team.
• Demonstrable success in coaching, performance management, and career development for direct reports is essential.
• Proven track record of successfully implementing, managing, and tuning customer-facing AI support agents or chatbots in a SaaS production environment (experience with Intercom and its Fin AI agent is highly preferred).
• Demonstrable hands-on experience and expertise working with Salesforce Service Cloud (including administration, reporting, and customization).
• Proven experience managing ticketing workflows and escalation processes using Jira or similar development tracking systems.
• Strong, verifiable experience or professional background in the sports, college athletics, or higher education market is mandatory.
• Expert-level knowledge of customer support best practices, quality assurance, and service level agreement (SLA) management.
• Deep understanding of conversational AI capabilities, Prompt Engineering for AI customer service agents, retrieval-augmented generation (RAG) concepts, and knowledge-base structuring for AI training.
• Deep understanding of common web, streaming, and software platforms used by athletic departments (e.g., CMS, live stats systems).
• Familiarity with foundational principles of AI/ML as they apply to customer support, such as automated triage, chatbot deployment, and predictive analytics.
• Proficiency in utilizing data to drive operational decisions (e.g., CSAT scores, time-to-resolution, ticket categorization).

Nice To Haves

• Experience with Intercom and its Fin AI agent is highly preferred.

Responsibilities

• Define, track, and consistently meet or exceed key performance indicators (KPIs) for the support organization, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and average resolution time (ART).
• Develop, coach, and mentor a high-performing support team, fostering a culture of urgency, accountability, and deep product knowledge across all PrestoSports offerings, and creating clear pathways for career growth and professional development.
• Design, deploy, and continuously optimize AI-driven support solutions (such as Intercom/Fin) to automate tier-one responses, enhance self-service discovery, and improve agent efficiency without compromising personalized client care.
• Oversee and optimize the support technology stack, with primary focus on leveraging Salesforce Service Cloud for case management, reporting, and knowledge base integration, and utilizing Jira for seamless escalation and bug tracking with Development.
• Manage and optimize workflows between automated AI conversational agents and live support tiers, ensuring seamless ticket escalation, accurate context handoff, and a frictionless client experience.
• Establish performance baselines and KPIs for AI support tools, tracking metrics such as AI resolution rate, deflection accuracy, and customer sentiment during AI interactions.
• Manage communication during critical incidents and outages, coordinating resources and providing timely, clear updates to both internal stakeholders and external clients.
• Investigate and champion the integration of emerging AI and machine learning tools to enhance self-service options, automate tier-one response, and improve agent efficiency without compromising personalized client care.
• Analyze support data and trends to identify root causes of client issues, translating insights into actionable recommendations for the Product and Engineering teams to reduce future support volume.
• Ensure the creation and maintenance of a comprehensive, high-quality knowledge base and self-service portal tailored to the unique needs of Sports Information Directors and athletic administrators.
• Manage the support budget, including staffing, tooling, and training resources, ensuring cost-effective service delivery.

Benefits

• Jonas Software is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at [email protected] or 905-470-4600

What This Job Offers

• Job Type: Full-time
• Career Level: Director