Director, Customer Support
Order.co
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $165,000 - $180,000 per year
Job Level
Lead
About the role
- Lead Customer Support Organization
- Oversee and elevate the day-to-day operations of inbound support, with a focus on resolution speed and quality.
- Leverage systems and data to run processes that identify and resolve order issues before customers report them.
- Balance Cost and Experience
- Develop and leverage KPIs to drive improvements in efficiency, resolution quality, cost per ticket, agent productivity and customer satisfaction.
- Leverage AI, automation, and tooling to scale support while reducing manual effort and cost.
- Optimize the mix of all available ticket-handling resources (AI, deflection, onshore, offshore)
- Be the Voice of the Customer
- Act as the frontline VOC function, surfacing key themes to Marketplace, Product, and Executive teams, helping shape the future of our category-defining service
- Collaborate cross-functionally to ensure product improvements and process changes are informed by real customer pain points and data.
- Build Connected, High Performing Teams
- Strengthen relationships within support and across departments to ensure the team feels represented and integrated into the broader organization.
- Foster a culture of inclusion while creating opportunities for fun, recognition, and shared wins that make remote work feel human and connected.
- Ensure quality interactions with all tiers by developing training, coaching, and performance management programs.
Requirements
- 8+ years in customer support or operations, with at least 3 years managing people managers.
- Exceptional communicator and coach, skilled at listening, giving feedback, and empowering managers and agents to grow in their roles while staying connected to the company’s mission.
- Empathetic and inclusive leadership style with a track record of building diverse, high-performing teams and fostering a sense of belonging across remote and global environments.
- Experience managing outsourced vendor relationships (BPOs) and scaling multi-tier support structures.
- Track record of implementing automation, AI tools, and process optimizations to improve cost efficiency and customer experience.
- Strong data-driven mindset with the ability to set and hit performance targets across cost, quality, and satisfaction.
- Excellent cross-functional collaboration skills; proven ability to influence product, engineering, and operations teams through VOC insights.
- Background in a marketplace, ecommerce, or other high volume environments strongly preferred.
Benefits
- A competitive compensation package including stock options
- Robust medical, dental, vision, and wellness benefits
- Flexible time off policies
- Employer-sponsored 401(k)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support managementoperations managementKPI developmentautomationAI toolsprocess optimizationperformance managementdata analysisvendor relationship managementmulti-tier support structures
Soft skills
exceptional communicationcoachingempathetic leadershipinclusive leadershipteam buildingcross-functional collaborationlisteningfeedback givingempowermentcultural inclusion