← All roles

Director of Support

Virtuous· Customer Success
Apply on company site
Phoenix, AZ, Remote, USAFull-timePosted 2mo ago

About the role

Director of Support overseeing a 23-person global support organization across three manager-led teams aligned to Product and Engineering, with a focus on scalable tooling, processes, metrics, and AI-enabled support using Swift CX.

Responsibilities

  • Lead, develop, and scale a 23-person support organization by leading three team managers and driving operational excellence.
  • Drive first reply time from baseline toward a sustained SLA of 2 to 72 hours, based on ticket priority.
  • Own Requester Wait Time: reply within 24 hours on re-engaged open tickets.
  • Build and defend the capacity plan with data-backed staffing narratives for leadership.
  • Monitor escalations and ensure flags translate into action and escalation to Product Management.
  • Own team development through a documented & clear process.
  • Evolve coaching strategy to support ongoing career growth for managers and ICs.
  • Foster a collaborative, high-engagement culture with mentorship and sustainable pacing across support tiers.
  • Own Swift CX, the AI chatbot: configuration, escalation logic, and roadmap for deflection.
  • Identify and prioritize high-leverage AI expansions: triage, first replies, deflection on repetitive tickets.
  • Partner with Product and Engineering on AI integrations and tooling for an AI-augmented operation.
  • Enhance process discipline: SLA tiering, escalation paths, bug reproduction and hand-off to EPD.
  • Report directly to the CCO and own the team's performance, roadmap, and resourcing discussions.
  • Partner with CX Ops, Customer Success, Professional Services, and CX Enablement to keep support connected to customer experience.
  • Share customer impact and desired outcomes across teams; engage directly with customers for high-visibility matters.

Qualifications

  • 7+ years leading technical or customer support functions in B2B SaaS with direct experience managing managers across a team of 20+
  • Proven track record of scaling a support organization during rapid growth
  • Deep, hands-on Zendesk experience: administration and Explore reporting
  • Experience building or maturing a support metrics framework
  • Strong pattern recognition with ticket and escalation data; ability to teach this instinct to managers
  • Comfortable working directly with customers
  • Hands-on comfort with AI tooling and practical usage to improve workflows
  • Excellent written and verbal communication, capable of coaching managers and briefing executives
  • Ability to operate with ambiguity and build structure where it does not yet exist

Skills

Required:People leadershipZendesk administration & ExploreAI tooling and deploymentOperational planning & capacity forecasting

Benefits

  • Market competitive pay leveraging Carta data
  • Employee recognition through Bonusly
  • 401(k) retirement plan with company matching (50% match up to 6%) after 90 days
  • Unlimited PTO with work-life balance
  • Paid volunteer days and company holidays
  • Employer-contributed healthcare benefits (medical, dental, vision) with options for dependents, HSA and FSA
  • 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (including adoption)
  • Community focus with company outings and events
Last updated Aug 27, 2026. Interested? Apply on the company site.

About Virtuous

The future of fundraising is personal.

Virtuous gives you the nonprofit CRM, fundraising, volunteer, and marketing tools you need to create more responsive donor experiences and grow giving.

CRMfundraisingvolunteermarketingdonor engagementnonprofit
Company profileWebsite

More open roles at Virtuous