Overview:

The Senior Director of Support for the SmartSimple (SMS) product line is a senior leadership role responsible for the full support experience for SMS clients. This leader will build and scale a high-performing support organization, establish operational rigor, and serve as the primary escalation point and voice of the customer back into the business. This role sits at the intersection of people leadership, operational excellence, and strategic partnership - requiring both the ability to lead a team through day-to-day complexity and to shape how support functions as a competitive differentiator for Foundant's SMS offering.

Where You'll Work:

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you'll be part of a globally connected team. Whether you're working remotely or from one of our office locations, you'll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

WhatYou'll Do:

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

Lead AI adoption in support

WHY THIS MATTERS

Foundant is actively investing in AI-assisted support capabilities across its product lines. The Senior Director of Support for SMS will be a key driver of how AI is evaluated, adopted, and scaled within the support function - not just as a user of tools, but as a strategic voice in how the team evolves alongside them.

• Define and execute an AI strategy for the SMS support function, including tooling evaluation, rollout, and adoption measurement

• Implement and iterate on AI-assisted ticket triage, suggested response, and deflection tools to reduce handle time and improve first contact resolution

• Build and maintain an AI-augmented knowledge base - ensuring content is current, surfaced intelligently, and reducing dependency on tribal knowledge

• Develop team fluency with AI tools through training, coaching, and change management - building confidence rather than resistance

• Use AI-generated insights from ticket data to identify patterns, predict volume, and proactively address emerging client issues before they escalate

• Partner with Product and Engineering to inform how AI capabilities within the SMS platform can reduce client support needs over time

• Establish guardrails and quality standards for AI-assisted responses - ensuring accuracy, tone, and client trust are maintained

What You'll Need:

• 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

Preferred

• Experience supporting ERP, grants management, nonprofit technology, or similarly complex SaaS products

• 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, or similar)

• Track record of leading AI adoption or change management within a support team

How Success is Measured

In the first 90 days, success looks like: deep familiarity with the SMS product, team, and client base; a clear point of view on operational gaps and priorities; and early trust built with both the team and key stakeholders.

At 6 months and beyond, success is measured by:

CSAT

Sustained improvement toward and above SaaS benchmark

SLA adherence

Consistent performance against defined response and resolution targets

Escalation rate

Downward trend as team capabilities and knowledge base mature

Team health

Low attrition, strong engagement, clear development paths in place

First contact resolution

Improvement quarter-over-quarter as documentation and tooling improve

AI adoption & deflection

Measurable increase in ticket deflection and handle time reduction through AI tooling

Cross-functional trust

Positive feedback from Product, CS, and Sales on partnership quality