Director of Support

Virtuous • Madison, MS

6d

About The Position

Virtuous is seeking a Director of Support to lead a 23-person global support organization. This role involves scaling and refining tooling, operational processes, and performance metrics for the team's next growth phase. A key aspect of this position is an AI-forward mandate, where the Director will own Swift CX, the AI chatbot, and shape the evolution of AI-assisted triage and first response. The philosophy is that AI should expand the team's capabilities rather than replace headcount prematurely. The ideal candidate embodies Virtuous's values of curiosity, candor, passion for philanthropy and technology, service with joy, celebrating others, assuming good intent, and building relationships with diverse individuals. The company culture emphasizes acting like a founder, prioritizing speed and customer value, fostering a one-team approach, and leveraging AI as a value accelerator.

Requirements

• 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.

Nice To Haves

• Experience with nonprofit, higher-ed, or other mission-driven customer bases.
• Experience designing or scaling a Tier 2 or escalation model.
• Familiarity with Jira, Linear, Lattice, and BI tooling (Sigma or similar).

Responsibilities

• 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: ensure any time a customer re-engages on an open ticket, a reply is provided 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 patterns, ensuring flags from individual contributors and managers 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.
• Own the core metrics: first reply time (FRT) and the Tier 2 hand-off SLA.
• Track and report on Requester Wait Time (24 hours on any re-engaged open ticket), ticket pickup time, tickets resolved, and CSAT.
• Own Zendesk as the platform of record: administration, configuration, and all reporting through Zendesk Explore.
• Bring outside perspective on support metrics best practices. Recommend what Virtuous should add or retire based on what actually predicts customer health.
• 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.
• 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.

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• Company outings and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed