Director of Support

📋 Description

• Own a 23-person global support org across three teams
• Drive ops, tooling, processes, and metrics for growth
• Oversee AI-forward Swift CX chatbot and triage efforts
• Collaborate with CX Ops, CS, Professional Services, Enablement
• Lead capacity planning and escalation to Product
• Foster mentorship and sustainable team pacing

🎯 Requirements

• 7+ years leading technical or customer support in B2B SaaS
• Experience managing managers across 20+ team members
• Deep Zendesk experience: admin and Explore reporting
• Proven track record building/maturing a support metrics framework
• Strong pattern recognition from ticket data
• Comfortable with customers and AI tooling

🎁 Benefits

• Market competitive pay
• Bonusly recognition
• 401(k) with 50% match up to 6%
• Unlimited PTO
• Paid volunteer days and holidays
• Healthcare benefits (medical, dental, vision)