Director of Support

Job overview

The Director of Support role is listed in Phoenix, AZ; the posting does not specify a remote or hybrid arrangement. Compensation is not specified, though market-competitive pay is mentioned. The director leads Virtuous’s 23-person global support organization, aligned with Product and Engineering, serving software customers in the nonprofit community. The director scales support operations, develops managers, and owns service metrics, capacity planning, and support tooling. The role also guides AI-assisted triage and first response so the team can improve response performance and focus more time on complex customer needs.

What you'll do

• Lead and scale a 23-person support organization through three managers
• improve first reply time and Tier 2 hand-off SLAs
• own requester wait time, ticket pickup, resolution, and CSAT reporting
• build capacity plans
• identify escalation patterns and coordinate action with Product Management
• develop coaching and career-growth processes
• administer Zendesk and Zendesk Explore reporting
• own Swift CX chatbot configuration, escalation logic, and roadmap
• prioritize AI triage and deflection opportunities
• partner with Product, Engineering, CX Ops, Customer Success, Professional Services, and Enablement
• engage directly with customers on escalations and strategic accounts.

What we're looking for

Skills & competencies

director of support

customer support leadership

b2b saas

zendesk

zendesk explore

ai chatbot

swift cx

support metrics

capacity planning

phoenix az

virtuous

nonprofit software

Work arrangement

• Weekend coverage required

Benefits & perks

• 401(k) with company match
• unlimited PTO
• paid volunteer days and company holidays
• employer-contributed medical, dental, and vision
• paid parental leave
• employee recognition program.

Why this role

Owns the Swift CX AI chatbot and support metrics for a 23-person global organization. The company’s stated mission is to help nonprofits connect with donors and increase generosity.

About the employer

Virtuous is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.