Virtuous Software is a Customer Relationship Management (CRM) software solution that helps charities raise more money. Its platform aims to help organizations build better relationships with donors and streamline their fundraising efforts. Backed by Praxis.
About the role
We're hiring a Director of Support to own a 23-person global support organization across three manager led teams aligned directly to our core Product and Engineering functions. You'll scale and refine the tooling, operational processes, and performance metrics as the team enters its next phase of growth.
What they're looking for
- 7+ years leading technical or customer support functions in B2B SaaS, with direct experience managing managers (not just individual contributors) across a team of 20+
- A track record of scaling a support org through a period of fast growth
- Deep, hands-on Zendesk experience: administration and Explore reporting, not just using it as an agent
- A track record of building or maturing a support metrics framework. You can look at what a team tracks today and tell them what's missing
- Strong pattern recognition with ticket and escalation data. You find the systemic issue behind a cluster of hard cases, and you can teach that instinct to your managers
- Comfortable working directly with customers, not just managing through others
More about this role
We're hiring a Director of Support to own a 23-person global support organization across three manager led teams aligned directly to our core Product and Engineering functions. You'll scale and refine the tooling, operational processes, and performance metrics as the team enters its next phase of growth.
This is also an AI-forward mandate. You'll own Swift CX, our AI chatbot, and shape how AI-assisted triage and first response keep evolving across the team. We think AI should expand what the team can do, not replace headcount before capacity catches up.
Everyone acts like a founder. You own the SLA gap for the whole team, not just the parts assigned to you, and you run toward it
Speed is a feature. You ship fixes and process changes quickly. You don't let a perfect process design hold up a near-term win
Customer value above all else. Every metric change gets judged by whether it actually makes a nonprofit feel heard, not by whether the dashboard looks better
One company, one team, one customer experience. You partner for real with CX Ops, Customer Success, Professional Services, and Enablement so support isn't operating in its own silo
AI as a value accelerator. You use Swift CX...
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