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Order.co · 1 month ago

Director, Customer Support

United States

Full-time

Remote

Director/Executive

$165K/yr - $180K/yr

8+ years exp

Order.co is a B2B Ecommerce Platform that simplifies purchasing and transforms how businesses connect with vendors. The Director of Customer Support will lead the global support organization, focusing on enhancing customer experience, improving operational efficiency, and driving proactive support strategies.

B2BFinTechMarketplaceProcurementSaaS

Responsibilities

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

Qualification

Customer support managementProcess optimizationData-driven mindsetAIAutomation toolsCross-functional collaborationEmpathetic leadershipCoachingVendor relationship managementHigh volume environments

Required

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

Preferred

Background in a marketplace, ecommerce, or other high volume environments strongly preferred

Benefits

Robust medical, dental, vision, and wellness benefits

Flexible time off policies

Employer-sponsored 401(k)

Company

Order.co

Order.co is an AI-powered procurement platform that connects purchasing, approvals, payments, and reporting in one intelligent system–so teams can place orders faster, cut manual work, and keep operations running smoothly.

Founded in 2016

New York, New York, USA

51-200 employees