Director of Support

TEAM & OPERATIONS:

• Lead, develop, and scale a 23-person support organization by leading three team managers.
• Drive first reply time toward a sustained SLA of 2 to 72 hours based on priority.
• Own requester wait time, capacity planning, and escalation pattern recognition.

METRICS & REPORTING:

• Own core metrics: first reply time, Tier 2 hand-off SLA, requester wait time, CSAT.
• Administer Zendesk and generate all reporting through Zendesk Explore.
• Bring outside perspective on support metrics best practices.

AI & PROCESS:

• Own Swift CX AI chatbot: configuration, escalation logic, and deflection roadmap.
• Identify highest-leverage places to expand AI for triage and first replies.
• Partner with Product and Engineering on integrations and tooling.

REPORTING & INFLUENCE:

• Report directly to the CCO and serve as executive-level owner of performance and resourcing.
• Partner with CX Ops, Customer Success, and Professional Services.
• Engage directly with customers on high-visibility escalations.