Virtuous Director of Support to lead and scale a 23-person global support organization across three manager-led teams. Own operational processes, performance metrics, and AI-assisted triage tools.
Responsibilities
Lead, develop, and scale a 23-person support organization with three team managers
Drive first reply time toward SLA of 2 to 72 hours based on ticket priority
Own Requester Wait Time ensuring replies within 24 hours on re-engaged tickets
Build and defend capacity plan based on ticket volume, complexity, and team performance
Identify escalation patterns and ensure action and escalation to Product Management
Own and evolve team development through documented processes
Evolve coaching strategy for career growth and performance
Foster collaborative, high engagement culture with mentorship and feedback
Own Zendesk administration, configuration, and reporting through Zendesk Explore
Use AI chatbot Swift CX to improve triage and first response
Qualification
Experience with nonprofitFamiliarity with JiraWhat Success Looks Like
Preferred
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)
What Success Looks Like
A path to Next Reply Time at 24 hours or better across the board. No open ticket goes quiet once a customer re-engages, and nobody feels like their ticket disappeared
First reply time and the Tier 2 hand-off SLA are both hit consistently, with FRT landing in the 2 to 72 hour range based on ticket priority
Virtuous's support metrics reflect real best practice, not just what Zendesk shows by default, because this person pushed for it
Swift CX and the AI triage process are measurably deflecting or speeding up repetitive ticket categories, and the team's time is shifting toward higher-value, higher-complexity work
