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 Do

• 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.

• 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.

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

What You'll Receive

• A competitive compensation package including stock options
• Robust medical, dental, vision, and wellness benefits
• Flexible time off policies
• Employer-sponsored 401(k)
• The anticipated pay range for this role is $165,000 - $180,000 per year. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.

Order.co is an equal-opportunity employer. Applicant's qualifications are considered without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other basis prohibited by law.