Senior Director of Support

Foundant Technologies

Senior Director of Support responsible for leading the SMS support team at Foundant. Driving operational excellence and strategic partnership in SaaS support for mission-driven organizations.

Posted 7/7/2026full-timeRemote • 🇨🇦 CanadaSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

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

Benefits

Comp & perks

competitive salary and benefits
tuition and lifestyle reimbursements
bespoke mindfulness and fitness initiatives
Flexible PTO policy
professional and personal development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Performance ManagementIncident Response ProtocolsSupport MetricsTeam Structure DevelopmentCapacity PlanningHiring and OnboardingKnowledge Management SystemsAI Tool ImplementationAutomation WorkflowsEscalation Frameworks

Soft Skills

Excellent CommunicationCoachingAccountabilityOwnershipContinuous Improvement