Director of Support and Services

About the role

The Director of Support and Services will build and scale an AI-first support function at Sona. This hands-on leadership role focuses on architecting agent behavior, designing operational models, and collaborating with Product and Engineering to solve support at scale without increasing headcount. The goal is to create support infrastructure where AI agents act as the production layer and humans provide orchestration.

Responsibilities

• Design and own the agentic support operating model, defining problem-solving scope, escalation thresholds, and human review triggers.
• Own the configuration layer to evolve agent behavior without shipping code.
• Architect multi-tier agent routing and escalation logic to maximize resolution while maintaining quality.
• Manage the cost model for agent operations, human supervision, and escalation.
• Establish and track KPIs for resolution rates, accuracy, and customer satisfaction.
• Collaborate with Product and ML teams to identify friction points and guide the development of new agent capabilities.
• Build and lead a lean, high-performing orchestration team focused on systemic improvement and quality monitoring.

Required skills

• Customer support
• Customer success
• Operations
• AI-first workflows
• Agentic systems
• LLM behavior
• Process design
• Escalation logic

Nice to have

• SaaS
• Product management
• Engineering
• Data analysis
• Observability frameworks
• Contact centre modernisation
• Agent orchestration

Benefits

• Share options
• 35 days annual leave
• Pension contributions
• Comprehensive health insurance
• Enhanced parental leave
• Salary sacrifice childcare scheme
• Annual team retreats
• Macbook
• Home office equipment budget
• Professional development budget

About the Company

Sona is an AI-native workforce management platform for frontline organizations, helping businesses manage scheduling, HR, and payroll. The company has raised over $100M from investors including N47, Felicis, Gradient, and Northzone, and operates offices in London, New York, Austin, and Lisbon.