Director of Support
Core
Define strategy and operations for world-class technical support for collegiate athletic departments and conference offices, leading the support organization to maximize retention and drive continuous improvement.
Role type
Director of Support (Leadership)
Builds
PrestoSports Super Suite (Websites, Mobile Apps, Stats, Social Graphics) for collegiate athletic departments
Domain
Sports technology / Higher education
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategic planning, team leadership, KPI management, AI-driven support solutions, Salesforce Service Cloud, Jira, data analysis, budget management
Preferred skills
Intercom/Fin AI agent implementation, Prompt Engineering, RAG concepts, sports industry background
Technologies
Salesforce Service Cloud, Jira, Intercom, Fin AI
Responsibilities
Define and track KPIs (FCR, CSAT, ART); Develop and mentor high-performing support teams; Design and optimize AI-driven support solutions; Oversee support technology stack; Manage workflows between AI agents and live support; Analyze support data to reduce future volume; Manage support budget
Seniority
Director, strategic leadership & team management
