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Customer Service
Director of Support
@Orium
[Hiring] Director of Support @Orium
Mar 26, 2025 - Orium is hiring a remote Director of Support. 💸 Salary: unspecified. 📍Location: Americas.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Orium is seeking a dynamic and experienced Director of Support to lead our support services. This role is responsible for overseeing support operations, ensuring service excellence, and driving continuous improvement in support processes across dedicated teams, working under strict SLAs, and providing after-business-hours support for our OMS, POS, and ecommerce clients. The ideal candidate will be a strong leader, and have a deep understanding of service delivery models in a technology-driven environment.
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Account Management & Customer Success (20%):
- 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.
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Service Delivery & Performance Management (20%):
- 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.
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Operational Oversight (20%):
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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.
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Manage and optimize support operations across different service models, including:
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Team Leadership & Development (10%):
- 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.
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Process & Technology Optimization (10%):
- Identify opportunities to improve support processes, automation, and tooling.
- Collaborate with engineering teams to enhance supportability of products and solutions.
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Stakeholder Engagement & Communication (10%):
- 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.
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Strategic Leadership (10%):
- Develop and implement support strategies that align with Orium’s business objectives and client needs.
Qualifications
- 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.
- Experience in eCommerce, OMS, or POS-related support is a plus.
- Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Business, or a related field is preferred.
- 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).
Benefits
- Home office - You will work from home.
- You will have fun and have good times together with extraordinary colleagues.
- You will work towards goals and objectives.
- You set the development and professional growth, we support you.
- You decide where you want your career to go and we grow together.
- Benefits of law.
- Benefits ABOVE the law.
- Cool work environment, with happy people.
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| 📍 | Be aware of the location restriction for this remote position: Americas |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Americas
|
|
Job Type
full-time
|
Posted
Mar 26, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Americas |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
