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Director of Support and Services

Sona· Customer
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London£120k - £150kFull-timePosted 2w ago

About the role

The Director of Support and Services is responsible for building and scaling an AI-first support function. This hands-on leadership role combines agent architecture, operational design, product collaboration, and team leadership to solve support at scale without proportional headcount. Ownership of the end-to-end support operating model, collaboration with Product/ML/Engineering, and leading a lean orchestration team to drive systemic improvement.

Responsibilities

  • Design and own the agentic support operating model, defining what problems agents solve end to end, which require escalation, at what thresholds, and what triggers human review. Own the configuration layer that lets you evolve agent behaviour without shipping code.
  • Architect multi-tier agent routing and escalation logic, matching agent assignments to customer segment (self-service, assisted, premium, white-glove) to maximise agent resolution while maintaining quality thresholds.
  • Own the cost model around agent operation, human supervision overhead, and escalation. Use agent data to decide when to invest further in agent capability and when to escalate to humans instead.
  • Own agent quality and capability metrics, establishing KPIs that track resolution rates, accuracy, customer satisfaction, and human exception workload. Run regular retrospectives on agent failures to identify systematic fixes.
  • Work closely with Product and ML to improve agent behaviour, identify friction points agents miss or mishandle, and make the commercial case for whether to train the agent, escalate, or fix the product. Prototype new agent capabilities and guide their build.
  • Direct a dedicated engineering resource to build agent infrastructure, including orchestration logic, intelligent routing, multi-turn resolution agents, predictive issue detection, and self-service expansions. You define what agent behaviours to build. They build the plumbing.
  • Build and lead a lean, high-performing orchestration team, small by traditional support standards, that owns agent configuration, quality monitoring, exception handling, and continuous improvement. The focus is systemic improvement, not heroic individual performance.
  • Define tiered support and services models based on customer segment and agent capability, and define white-glove or premium services where human expertise is the differentiator.

Qualifications

  • 7+ years in customer support, customer success, or operations roles, including at least 2 years in a leadership capacity.
  • Hands-on experience building or scaling AI-first workflows where AI is the production layer.
  • Deep familiarity with agentic systems and LLM behaviour. Understanding of agent limitations, failure modes, and how to structure problems for success.
  • Track record of solving problems systematically through configuration and process design, not by scaling headcount.
  • Ability to reason about trade-offs in agent design between autonomy and human oversight.
  • Comfort with ambiguity and iterative problem solving.

Skills

Required:AI-first workflow designAgentic systems and LLM behavior

Benefits

  • Hybrid working pattern (3+ days per week in our London office)
  • Share options
  • 35 days annual leave (25 days standard plus 10 flexible public holiday days)
  • Extra day of leave for every year of service
  • Pension contributions matched up to 5%
  • Comprehensive health insurance
  • Enhanced parental leave & pay
  • Salary sacrifice childcare scheme (Workplace Nursery)
  • Annual all expenses paid team retreats
  • The latest Macbook and equipment budget for your home office
  • Professional development budget
  • Unlimited free books
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Sona

Accelerate growth and empower your teams with next-gen workforce management

Accelerate growth and empower your teams with next-gen workforce management.

Workforce ManagementSchedulingHRPayrollEngagementAI
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