Director of Support

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Jonas Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏢 Enterprise

☁️ SaaS

🤝 B2B

Enterprise • SaaS • B2B

Jonas Software is a prominent acquirer of vertical market software companies, with a rich history of over 20 years. The company focuses on mission-critical software solutions across various industries, aiming to provide business tools and a network for growth. Jonas Software operates under a decentralized structure, allowing acquired companies to maintain their autonomy while tapping into Jonas's extensive experience and best practices. They adhere to a 'buy & hold forever' strategy, ensuring long-term stability and a permanent home for acquired businesses. With more than 130 successful acquisitions under its belt and being part of Constellation Software, Jonas Software emphasizes preserving the legacy and culture of the companies it acquires, fostering a culture of sharing and leveraging expertise in vertical market software.

📋 Description

• Define, track, and consistently meet or exceed key performance indicators (KPIs) for the support organization, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and average resolution time (ART). • Develop, coach, and mentor a high-performing support team, fostering a culture of urgency, accountability, and deep product knowledge across all PrestoSports offerings, and creating clear pathways for career growth and professional development. • Design, deploy, and continuously optimize AI-driven support solutions (such as Intercom/Fin) to automate tier-one responses, enhance self-service discovery, and improve agent efficiency without compromising personalized client care. • Oversee and optimize the support technology stack, with primary focus on leveraging Salesforce Service Cloud for case management, reporting, and knowledge base integration, and utilizing Jira for seamless escalation and bug tracking with Development. • Manage and optimize workflows between automated AI conversational agents and live support tiers, ensuring seamless ticket escalation, accurate context handoff, and a frictionless client experience. • Establish performance baselines and KPIs for AI support tools, tracking metrics such as AI resolution rate, deflection accuracy, and customer sentiment during AI interactions. • Manage communication during critical incidents and outages, coordinating resources and providing timely, clear updates to both internal stakeholders and external clients. • Investigate and champion the integration of emerging AI and machine learning tools to enhance self-service options, automate tier-one response, and improve agent efficiency without compromising personalized client care. • Analyze support data and trends to identify root causes of client issues, translating insights into actionable recommendations for the Product and Engineering teams to reduce future support volume. • Ensure the creation and maintenance of a comprehensive, high-quality knowledge base and self-service portal tailored to the unique needs of Sports Information Directors and athletic administrators. • Manage the support budget, including staffing, tooling, and training resources, ensuring cost-effective service delivery.

🎯 Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field. • 8+ years of experience in a technical client support or customer success role within a high-growth SaaS environment. • 5+ years of experience in a leadership or management role, specifically managing a high-volume, global or 24/7 technical support team. • Proven track record of successfully implementing, managing, and tuning customer-facing AI support agents or chatbots in a SaaS production environment (experience with Intercom and its Fin AI agent is highly preferred). • Demonstrable hands-on experience and expertise working with Salesforce Service Cloud (including administration, reporting, and customization). • Proven experience managing ticketing workflows and escalation processes using Jira or similar development tracking systems. • Strong, verifiable experience or professional background in the sports, college athletics, or higher education market is mandatory. • Expert-level knowledge of customer support best practices, quality assurance, and service level agreement (SLA) management. • Deep understanding of conversational AI capabilities, Prompt Engineering for AI customer service agents, retrieval-augmented generation (RAG) concepts, and knowledge-base structuring for AI training. • Deep understanding of common web, streaming, and software platforms used by athletic departments (e.g., CMS, live stats systems). • Familiarity with foundational principles of AI/ML as they apply to customer support, such as automated triage, chatbot deployment, and predictive analytics. • Proficiency in utilizing data to drive operational decisions (e.g., CSAT scores, time-to-resolution, ticket categorization).

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities