Director, Customer Support
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Job Description
Director of Customer Support at Orderful managing Integration, Onboarding, and Post Go-Live Support operations. Aim to enhance customer experience and team accountability through AI-driven processes and scalable models.
Responsibilities:
- 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
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