Director, Customer Support

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.What You’ll DoLead Customer Support OrganizationOversee 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 ExperienceDevelop 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 CustomerAct as the frontline VOC function, surfacing key themes to Marketplace, Product, and Executive teams, helping shape the future of our category-defining serviceCollaborate cross-functionally to ensure product improvements and process changes are informed by real customer pain points and data.Build Connected, High Performing TeamsStrengthen 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.