Director, Customer Support

Orderful

6d

About The Position

As the Director of Customer Support Operations, 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.

Requirements

• 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.

Nice To Haves

• AI Implementation: Experience deploying and governing AI tools for triage, knowledge automation, or support copilots.
• Premium Support Design: Background in building and packaging tiered support offerings without creating a services-heavy dependency.
• Technical Background: Early-career experience in Engineering or Product Management is highly valued.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed