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Orderful · 8 hours ago

Director, Customer Support

United States

Full-time

Remote

Director/Executive

Orderful is reinventing how businesses connect and trade, focusing on modernizing EDI for efficient commerce. The Director of Customer Support Operations will lead the strategy and operations for Integration, Onboarding, and Post Go-Live Support, ensuring a process-driven and AI-enabled organization that exceeds customer expectations.

LogisticsManufacturingSupply Chain Management

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 (<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

Qualification

Support LeadershipOperational ArchitectureTechnical Domain ExpertiseCapacity PlanningAI ImplementationCross-Functional CollaborationB2B SaaS ExperienceIntegration ProductsSupport Data AnalysisTechnical Background

Required

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