About SonaFrontline work keeps the world running. Restaurants, hospitals, schools, nurseries, airlines, stores, emergency services. Together they employ 80% of the global workforce, over 3 billion people, and they're among the hardest businesses anywhere to run. By-the-minute scheduling, HR and payroll make them far more operationally complex than the average office, yet just 1% of venture funding has ever gone to software built for them.Rising costs, wage increases, labour shortages and tighter regulation have made fixing that urgent. Sona is the AI-native workforce management platform for frontline organisations, with agents that match staffing to real demand and take the admin load off managers. That's a $500bn+ market the software industry has mostly walked past.We've raised over $100M from N47, Felicis, Gradient and Northzone, signed more than 100 enterprise customers across the UK and US, and opened offices in London, New York, Austin and Lisbon. More on working at Sona here (https://www.sona.ai/careers).About the Role:The Director of Support and Services is responsible for building and scaling an AI-first support function. This is a hands-on leadership role combining agent architecture, operational design, product collaboration, and team leadership to solve support at scale without scaling headcount at the same rate.The role owns the support operating model end to end, defining what agents solve, when they escalate, how they improve, and how humans supervise them. You'll work closely with Product, ML, and Engineering to architect agent behaviour, identify the systemic friction agents miss, and continuously raise agent capability. You'll also lead a lean team focused on configuration, quality monitoring, and exception handling, rather than on taking tickets directly.Success looks agentic: resolution rates, accuracy, cost per resolution, and how much human time the agents save. If you built a traditional, high-performing support team here, we'd consider that a