Senior Director of Support

Responsibilities

• Lead and develop the SmartSimple (SMS) support team, providing coaching, performance management, and career pathing.
• Own the SMS support operation by defining SLAs, escalation frameworks, and incident response protocols.
• Drive client satisfaction and retention by serving as a senior escalation point and advocating for the client voice to Product and Engineering.
• Partner cross-functionally with Implementation, Product, Sales, and Client Success teams to ensure operational alignment.
• Build for scale by developing internal knowledge management systems, playbooks, and training resources.
• Lead AI adoption by defining and executing a strategy for AI-assisted ticket triage, response, and deflection tools.

Requirements

• 7+ years of experience in SaaS support.
• 3+ years of senior leadership experience, including managing managers or large teams.
• Strong operational background with expertise in SLA design and ticket management systems (e.g., Zendesk).
• Proven track record of driving CSAT improvement and reducing escalation rates.
• Demonstrated experience evaluating or implementing AI tools within a support or service environment.
• Excellent communication skills for interacting with frontline staff, executive stakeholders, and clients.

Preferred Qualifications

• Experience supporting complex SaaS products such as ERP, grants management, or nonprofit technology.
• Familiarity with the nonprofit or philanthropic sector.
• ITIL certification or equivalent service management framework experience.
• Hands-on experience with AI-assisted support platforms (e.g., Intercom Fin, Zendesk AI, Guru).
• Proven track record of leading AI adoption or change management within a support organization.

Benefits

• Competitive salary and benefits, including tuition and lifestyle reimbursements.
• Bespoke mindfulness and fitness initiatives.
• Flexible PTO policy to support personal well-being.
• Opportunities for professional development and internal mobility within a growing organization.
• A remote-first culture that offers autonomy and the freedom to work where you are most productive.

About the Company

Foundant empowers mission-driven organizations to manage their data, workflows, and impact through comprehensive software solutions. We support a diverse range of clients, from nonprofits and community foundations to corporations and governments, helping them achieve their missions more efficiently and effectively.