Director of Product Support

Foundation Source

Director of Product Support at Foundation Source designing and scaling high-performing support organizations. Leading team members while implementing and optimizing support processes with a focus on data-driven results.

Posted 4/28/2026full-timeRemote • 🇺🇸 United StatesLead💰 $115,000 - $135,000 per yearWebsite

About the role

Key responsibilities & impact

Foundation Source is seeking a Director of Product Support to design and scale a high-performing, data-driven support organization.
Build and lead a high-performing team of 3–5 support professionals, setting clear expectations, measurable outcomes, and defined paths for growth.
Design scalable team structures, onboarding frameworks, and capability development plans to support growth.
Design and implement a scalable, end-to-end support operating model, including intake, triage, escalation, SLA governance, and resolution standards.
Own Zendesk as a strategic platform — optimizing configuration, automation, integrations, and reporting to improve efficiency and insight generation.

Requirements

What you’ll need

Proven builder. You’ve designed, rebuilt, or significantly scaled a support organization — turning ambiguity into structure and informal processes into disciplined, measurable systems.
Experienced leader. 7–10+ years in technical support, including 3–5+ years leading teams with direct accountability for performance, hiring, and development.
Zendesk expertise. Deep, hands-on experience configuring workflows, automations, macros, reporting, and integrations.
Analytical mindset. Strong command of KPI design, dashboarding, and trend analysis, with the ability to translate data into both immediate improvements and longer-term strategic recommendations.
Segmented support strategy. Experience supporting both SMB and enterprise clients, with the ability to design differentiated SLA models, communication strategies, and escalation frameworks that align to client needs and expectations.
Executive communication. Clear, precise, and structured communicator across contexts — from high-stakes client interactions to internal documentation to executive-level presentations.

Benefits

Comp & perks

Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours.
Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

support organization designKPI designdashboardingtrend analysisSLA governanceescalation frameworksworkflow configurationautomationreportingintegrations

Soft Skills

leadershipteam buildingcommunicationanalytical mindsetstrategic thinkingperformance accountabilityclient interactiondocumentationpresentation skillsgrowth development