Orderful

Director, Customer Support

Orderful

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • Strategic Operating Model: Define and govern support structures, escalation paths, and cross-functional handoffs to ensure a seamless customer journey from onboarding through production.
  • Performance & SLA Accountability: Own core CX outcomes including TTFR (95%), using weekly trend analysis and corrective action plans to maintain excellence.
  • AI-Enabled Support Governance: Implement and oversee AI-driven Tier-1 triage and self-service automation, ensuring accuracy, safety, and clear escalation paths for complex edge cases.
  • Product & Engineering Feedback Loop: Replace fragmented feedback with a structured, revenue-weighted pipeline that quantifies customer needs and identifies root-cause themes for product prioritization.
  • Resource & Capacity Planning: Design global coverage models (including US, Canada, and EU) and staffing plans to manage variable ticket volumes and complexity.
  • Operational Safety & "Managed Hacks": Establish a governed system for documenting and lifecycle-managing custom workarounds (e.g., Workato flows, scripts) to minimize technical debt and risk.
  • Support Playbook Library: Build and maintain a standardized library of responses and playbooks to reduce resolution variance and improve first-contact resolution rates.

Requirements

  • Established Support Leader: A proven track record of leading multi-function Support or Technical Operations organizations within high-growth B2B SaaS environments.
  • Operational Architect: Accomplished at building scalable processes, defining rigorous SLAs, and implementing reporting cadences that drive team accountability.
  • Technical Domain Expertise: Deep experience supporting integration-heavy products (APIs, EDI, iPaaS) and managing complex production incident patterns.
  • Cross-Functional Catalyst: Demonstrated ability to translate support data into actionable insights that influence Product and Engineering roadmaps.
  • Strategic Capacity Modeler: Practiced in forecasting demand and designing global support coverage models across multiple time zones.
Benefits
  • Unlimited PTO
  • A week off for everyone in December during the winter holiday period
  • Competitive Compensation
  • Lifestyle Work From Home Benefit
  • Health Insurance (Life, Medical, Dental, Vision, EAP)
  • Opportunity to make significant impact on the growth of a company
  • Remote Work Flexibility
  • Stock Options
  • Weekly Yoga
  • Progressive Work Environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI-driven supportTier-1 triageself-service automationperformance analysisSLA managementprocess designAPI integrationEDIiPaaScapacity planning
Soft skills
leadershipcross-functional collaborationdata analysisstrategic thinkingproblem-solvingcommunicationaccountabilitycustomer focusinfluencingadaptability