Senior Director of Support

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Foundant Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

Our mission is to maximize the impact of the philanthropic community.

📋 Description

• lead and develop the SMS support team • provide direct leadership, coaching, and performance management for SMS support staff • build team structure, career paths, and capacity plans to support current and future client growth • foster a culture of ownership, accountability, and continuous improvement • manage hiring, onboarding, and retention for the SMS support function • own the SMS support operation • define and enforce SLAs, escalation frameworks, and incident response protocols for SMS clients • monitor and drive performance against key metrics including CSAT, FCR, time-to-resolution, and ticket volume trends • maintain visibility into ticket queue health, backlog, and emerging patterns across the team • lead major incident and problem management processes, ensuring timely resolution and post-incident review • drive client satisfaction and retention • serve as the senior escalation point for complex or high-stakes client issues • partner with Client Success to ensure continuity of the client relationship through support touchpoints • use support data and client feedback to identify recurring pain points and advocate for product or process fixes • represent the client voice in cross-functional conversations with Product and Engineering • partner cross-functionally collaborate with the Implementation team to ensure smooth transitions from go-live into steady-state support • work with Product on release readiness — ensuring the support team is informed, trained, and prepared ahead of launches • partner with Sales to support pre-sales conversations where implementation or support complexity is a factor • align with peer leaders across GLM/SLM, CSuite, and GivingData support functions to share best practices and maintain organizational consistency • build for scale develop and maintain internal knowledge management systems, escalation playbooks, and training resources • identify and implement tooling, automation, or AI-assisted workflows to improve team efficiency and client experience • establish reporting cadences and dashboards that provide leadership with clear visibility into support health

🎯 Requirements

• 7+ years of experience in SaaS support, with at least 3 years in a senior leadership role managing managers or large teams • demonstrated ability to build and scale support organizations through periods of growth or change • strong operational background — experienced with SLA design, ticket management systems (e.g. Zendesk), and support metrics • proven track record of driving CSAT improvement and reducing escalation rates • excellent communication skills — equally effective with frontline team members, executive stakeholders, and clients • experience working cross-functionally with Product, Engineering, Sales, and CS teams • demonstrated experience evaluating or implementing AI tools within a support or service environment

🏖️ Benefits

• competitive salary and benefits • tuition and lifestyle reimbursements • bespoke mindfulness and fitness initiatives • Flexible PTO policy • professional and personal development opportunities