Director of Customer Support, Order
$165-180k
+ Stock options
Procurement management platform
Open for applications
Procurement management platform
201-500 employees
Open for applications
$165-180k
+ Stock options
201-500 employees
Company mission
To empower companies to make better and faster purchasing decisions.
Role
Who you are
- 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
What the job involves
- We’re seeking a Director of Customer Support to join the senior leadership team at Order.co and lead the function into its next chapter
- This person will be tasked with transforming Support from a largely reactive service into a proactive, customer-first experience - one that supports customers across their entire vendor network, prevents issues before they cause disruption, and shapes the evolution of our product and business
- Reporting to the VP of Customer Success, this role will oversee a global support organization of onshore specialists and offshore BPO agents
- They will own the strategy, people leadership, and process improvements required to deliver fast, high-quality resolutions, safeguard customers from recurring issues, and surface critical insights to Product, Operations, and Success teams
- Above all, they will ensure Support scales sustainably and cost-effectively, while elevating the customer experience into a true competitive advantage for Order.co
- You'll 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
- 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)
- 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
- 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
Our take
Order (formerly known as Negotiatus) is a spend management system that offers a single platform for businesses to place orders, purchase supplies, track deliveries, and control their spending.
The company's innovative platform simplifies the historically laborious manual process of reviewing and remitting payment for hundreds and thousands of invoices to different vendors every month. Its blend of predictive applications and embedded fintech provides its users with tailored solutions up and down the entire buying process.
Its focus on branding and user experience is a fresh take on the typically dry business of spending and procurement management. While the company faces competition in the likes of Emburse Certify Expense and SAP Concur, it has set itself apart by operating within the new wave of SaaS+ business.
And the company is at the helm of some serious growth, whelping guide companies with nearly half a billion in annualized spend - including big names like WeWork, SoulCycle, Lume, and High Level Health. With a strong market presence and plenty of room to expand, Order is perfectly positioned to take things to the next level.
Steph
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2022
$25m
SERIES B
Jan 2022
$30m
SERIES B
Total funding: $85.6m
Company HQ
Flatiron District, New York, NY
Leadership
Zachary Garippa
(Co-Founder & CEO)Studied Finance and Economics at Boston College. Was Chief Sales & Marketing Operator and Brand Ambassador at Evelu.com. Joined Morgan Stanley Wealth Management in 2012, working as a Registered Client Services Associate. Co-founded Order in 2014.
Thomas Jaklitsch
(Co-Founder & CTO)Studied Computer Science & Computer Engineering at Johns Hopkins University. Co-founded BKi Sports, working alongside world-leading athletes, in 2013. Co-founded Blue Jay Boxes, an on-campus care package delivery service, in 2014. Was a Software Engineering Intern at Shopify before co-founding Order.
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