Foundant + smartsimple

Lead and scale SaaS support team with operational frameworks and AI tools to enhance client satisfaction. | 7+ years SaaS support experience with 3+ years senior leadership managing managers and AI tool implementation. | What You’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 Why You’ll Love Working at Foundant: At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives. With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success. We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries. As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it! Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.

Design and build interactive prototypes and run fast experiments to make data-driven product decisions across the full stack. | Senior-level engineering experience with broad technical range and fluency in AI-assisted development tools. | What You’ll Do: Design and build working prototypes (not mockups) that real users can interact with Run fast experiments, put them in front of users quickly, and make clear decisions about what to do next Work across the full stack - frontend, backend, APIs - without being blocked by layer boundaries and specific technologies Contribute ideas, not just implementations. You'll shape what we build, not just how we build it Share work early, learn out loud, and move on when the evidence says to What You’ll Need: Senior-level engineering experience with broad technical range Comfortable working from a hypothesis rather than a detailed spec A bias toward speed - you know when good enough is good enough Genuine curiosity about users and why they behave the way they do The ability to stay unattached to your own work when the evidence points elsewhere Fluent with AI-assisted development. You've built real workflows around tools like Copilot, Cursor, or Claude and use them to move meaningfully faster, not just as an autocomplete What this role is not This role isn't the right fit if you do your best work with clearly defined requirements, prefer to specialize in a single layer, or want a team that optimizes for production-grade code above all else. Why You’ll Love Working at Foundant: At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives. With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success. We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries. As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it! Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.