Director of Support

Summary

Join Orium, a leading composable commerce consultancy, as their dynamic Director of Support! Lead and mentor a team, overseeing support operations for OMS, POS, and eCommerce clients. Ensure service excellence by defining and monitoring KPIs, adhering to SLAs, and driving continuous improvement. This role demands strong leadership, operational excellence, and a customer-first mindset. You will manage multiple priorities, optimize support processes, and collaborate with cross-functional teams. Orium offers a remote-first work environment and a comprehensive benefits package.

Requirements

• 8+ years of experience in support services, service delivery, or IT operations, with at least 3 years in a leadership role
• Proven experience managing teams in an agile environment (Scrum/Kanban)
• Strong background in managing SLAs, ticketing systems, and customer service frameworks
• Excellent leadership, communication, and problem-solving skills
• Ability to manage multiple priorities and drive initiatives to completion
• Strong analytical mindset with a focus on data-driven decision-making
• Proficiency with support and service management tools (e.g., Jira, Zendesk, ServiceNow)
• Fluent in both Spanish and English (written and verbal)

Responsibilities

• Ensure overall customer satisfaction and long-term client relationships
• Identify key customer satisfaction metrics to track and develop a plan for collecting feedback
• Drive customer renewals by demonstrating ongoing value and impact of support services
• Identify and execute opportunities to upscale services and expand support engagements
• Collaborate with sales and customer success teams to enhance client experience and retention
• Define, monitor, and enhance key performance metrics (KPIs) for service delivery
• Ensure adherence to service level agreements (SLAs) and implement proactive problem-resolution strategies
• Work closely with clients to understand their evolving needs and adjust support models accordingly
• Internal reporting and sharing back of team metrics to Orium leadership
• Manage and optimize support operations across different service models, including: Retail (OMS / POS) Support: Managing and optimizing support for Order Management Systems (OMS) and Point of Sale (POS) solutions to ensure seamless in-store and omnichannel retail operations
• ECommerce Support: Overseeing and enhancing support operations for digital commerce platforms, ensuring seamless functionality across order processing, payment systems, integrations, and customer interactions. This includes troubleshooting issues, optimizing workflows, and collaborating with technical teams to maintain a high-performance, user-friendly online shopping experience
• After-Business-Hours Support: Establishing efficient out-of-business-hours support structures and ensuring service readiness
• Lead, mentor, and scale a team of Delivery Managers, Tech Leads, and developers
• Establish best practices for team collaboration and knowledge sharing
• Foster a culture of continuous improvement and professional growth
• Identify opportunities to improve support processes, automation, and tooling
• Collaborate with engineering teams to enhance supportability of products and solutions
• Act as an escalation point between support teams, clients, and internal business units
• Provide regular reports and insights on support performance, client satisfaction, and operational improvements
• Develop and implement support strategies that align with Orium’s business objectives and client needs

Preferred Qualifications

• Experience in eCommerce, OMS, or POS-related support is a plus
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Business, or a related field is preferred

Benefits

• Home office - You will work from home
• Benefits of law
• Benefits ABOVE the law