Director of Customer Support, Orderful

• 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

Desirable

• As the Director of Customer Support, you will lead the strategy and operating model for three distinct functions: Integration, Onboarding, and Post Go-Live Support
• Your mission is to build a process-driven, AI-enabled organization that scales safely while exceeding customer expectations
• You will act as the critical link between the customer and our technical teams, transforming support signals into structured insights for Product and Engineering to drive long-term platform improvements
• 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 (<60m), TTR (<1d), and CSAT (>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