Director of Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Define, monitor, and consistently achieve or surpass key performance indicators (KPIs) for the support organization, which include First Contact Resolution (FCR), Customer Satisfaction (CSAT), and average resolution time (ART).

• Cultivate, coach, and mentor a high-performing support team, promoting a culture of urgency, accountability, and extensive product knowledge across all PrestoSports offerings, while creating clear pathways for career advancement and professional growth.

• Create, implement, and continuously refine AI-driven support solutions (such as Intercom/Fin) to automate tier-one responses, enhance self-service discovery, and boost agent efficiency without sacrificing personalized client care.

• Oversee and optimize the support technology stack, focusing primarily on leveraging Salesforce Service Cloud for case management, reporting, and knowledge base integration, while utilizing Jira for smooth escalation and bug tracking with Development.

• Manage and streamline workflows between automated AI conversational agents and live support tiers, ensuring seamless ticket escalation, accurate context transfer, and a frictionless client experience.

• Set performance baselines and KPIs for AI support tools, tracking metrics such as AI resolution rate, deflection accuracy, and customer sentiment during AI interactions.

• Handle communication during critical incidents and outages, coordinating resources and providing timely, clear updates to both internal stakeholders and external clients.

• Explore and advocate for the integration of emerging AI and machine learning tools to improve self-service options, automate tier-one responses, and enhance agent efficiency without compromising personalized client care.

• Analyze support data and trends to pinpoint root causes of client issues, translating insights into actionable recommendations for the Product and Engineering teams to minimize future support volume.

• Ensure the creation and upkeep of a thorough, high-quality knowledge base and self-service portal tailored to the distinct needs of Sports Information Directors and athletic administrators.

• Manage the support budget, encompassing 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 overseeing a high-volume, global or 24/7 technical support team.

• Proven track record of successfully implementing, managing, and fine-tuning customer-facing AI support agents or chatbots in a SaaS production environment (experience with Intercom and its Fin AI agent is highly preferred).

• Demonstrated hands-on experience and expertise in working with Salesforce Service Cloud (including administration, reporting, and customization).

• Proven experience in managing ticketing workflows and escalation processes utilizing Jira or similar development tracking systems.

• Strong, verifiable experience or professional background in the sports, college athletics, or higher education market is essential.

• Expert-level knowledge of customer support best practices, quality assurance, and service level agreement (SLA) management.

• In-depth understanding of conversational AI capabilities, Prompt Engineering for AI customer service agents, retrieval-augmented generation (RAG) concepts, and knowledge-base structuring for AI training.

• Comprehensive 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 relate to customer support, such as automated triage, chatbot deployment, and predictive analytics.

• Proficiency in leveraging data to inform 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