Director, Customer Support

Orderful is a Series B supply-chain tech company modernizing EDI to enable fast partner connectivity and trade. The Director of Customer Support will lead Integration, Onboarding, and Post Go-Live Support to build a process-driven, AI-enabled support organization that scales safely while exceeding customer expectations. This role connects customer signals to Product and Engineering to drive long-term platform improvements.

• Define and govern the support operating model, including support structures, escalation paths, and cross-functional handoffs from onboarding through production.
• Own and improve core CX metrics and SLAs (TTFR <60m, TTR <1d, CSAT >95%) through weekly trend analysis and corrective action plans.
• Implement and oversee AI-driven Tier-1 triage and self-service automation with strong accuracy, safety controls, and escalation paths for edge cases.
• Build a structured, revenue-weighted feedback pipeline that quantifies customer needs, identifies root causes, and informs Product/Engineering prioritization.
• Design global coverage and staffing models (US, Canada, EU) to handle variable ticket volume and complexity across time zones.
• Create governance for documenting and lifecycle-managing custom workarounds (e.g., Workato flows, scripts) to reduce technical debt and risk.
• Build and maintain a standardized library of support responses and playbooks to reduce variance and improve first-contact resolution.

• Proven leadership of multi-function Customer Support or Technical Operations teams in high-growth B2B SaaS environments.
• Experience designing scalable processes, defining rigorous SLAs, and running reporting cadences that drive accountability.
• Deep domain experience supporting integration-heavy products (APIs, EDI, iPaaS) and managing complex production incident patterns.
• Ability to translate support data into actionable insights that influence Product and Engineering roadmaps.
• Experience forecasting demand and designing global support coverage models across multiple time zones.

• Preferred: experience deploying and governing AI tools for triage, knowledge automation, or support copilots.

• Preferred: experience designing and packaging tiered/premium support offerings without creating a services-heavy dependency.

• Preferred: early-career experience in Engineering or Product Management.

• Remote work with flexibility.
• Unlimited PTO.
• Company-wide week off in December during the winter holiday period.
• Competitive compensation.
• Lifestyle work-from-home benefit.
• Health insurance (Life, Medical, Dental, Vision, EAP).
• Stock options.
• Weekly yoga.
• Progressive work environment and opportunity to make significant impact.