Director, Customer Support
Top Benefits
About the role
About Orderful Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can click-to-trade with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with 2× YoY growth. Our culture is high-ownership, high-tempo, and low-ego; we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk.
Our Core Company Values As a team, we're guided by three core values. They impact what we are building, while helping us stay true to ourselves and accountable to each other.
- Commitment to Customers
- Learn, Iterate, Grow
- Build a Great Community
Why work with Orderful?
- Unlimited PTO
- A week off for everyone in December during the winter holiday period
- Competitive Compensation
- Lifestyle Work From Home Benefit
- Health Insurance (Life, Medical, Dental, Vision, EAP)
- Opportunity to make significant impact on the growth of a company
- Remote Work
- Flexibility
- Stock Options
- Weekly Yoga
- Unlimited PTO
- Competitive Compensation
- Lifestyle Work From Home Benefit
- Health Insurance (Life, Medical, Dental, Vision, EAP)
- Progressive Work Environment
- Opportunity to make significant impact on the growth of a company
- Remote Work
- Flexibility
- Stock Options
- Weekly Yoga
About The Role As the Director of Customer Support, 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.
Key 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.
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.
Preferred Qualifications
- 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.
At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!
About Orderful
Orderful is the fastest way to trade EDI.
We’re the first modern EDI platform to embed AI directly into workflows—automating rule writing, reducing errors, and making integrations effortless. By automating the manual work of EDI setup and maintenance, we're making complex data exchange accessible to everyone, whether you're a Fortune 500 retailer or a growing D2C brand.
More than 400+ companies, including Koch Industries, Liquid Death, Caraway, Stord, Hirschbach, and NFI, rely on Orderful to simplify EDI. Our customers have processed over 500M transactions across 10,000 trading partnerships, using Orderful to slash EDI onboarding from months to minutes.
Traditional EDI platforms keep you waiting in line for one-by-one connections. We've changed the game with the industry's first self-service platform, AI-powered rules engine, and pre-connected network that gets you live with trading partners in seconds, not seasons. This modern approach has earned us the #1 position across major industry rankings including the Momentum Grid®, Mid-Market Relationship Index, Mid-Market Grid® Report for EDI and the Forrester 2025 Innovators.
Backed by leading supply chain investors including Andreessen Horowitz, GLP Capital Partners, NewRoad Capital Partners, and Initialized Capital, we’re the fastest growing supply chain technology company in North America.
Orderful is disrupting how businesses connect and trade in the modern supply chain. Because in a world where everything else is instant, your EDI should be too.
Explore LearnEDI.org for a deep dive into how EDI works.
Director, Customer Support
Top Benefits
About the role
About Orderful Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can click-to-trade with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with 2× YoY growth. Our culture is high-ownership, high-tempo, and low-ego; we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk.
Our Core Company Values As a team, we're guided by three core values. They impact what we are building, while helping us stay true to ourselves and accountable to each other.
- Commitment to Customers
- Learn, Iterate, Grow
- Build a Great Community
Why work with Orderful?
- Unlimited PTO
- A week off for everyone in December during the winter holiday period
- Competitive Compensation
- Lifestyle Work From Home Benefit
- Health Insurance (Life, Medical, Dental, Vision, EAP)
- Opportunity to make significant impact on the growth of a company
- Remote Work
- Flexibility
- Stock Options
- Weekly Yoga
- Unlimited PTO
- Competitive Compensation
- Lifestyle Work From Home Benefit
- Health Insurance (Life, Medical, Dental, Vision, EAP)
- Progressive Work Environment
- Opportunity to make significant impact on the growth of a company
- Remote Work
- Flexibility
- Stock Options
- Weekly Yoga
About The Role As the Director of Customer Support, 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.
Key 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.
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.
Preferred Qualifications
- 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.
At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!
About Orderful
Orderful is the fastest way to trade EDI.
We’re the first modern EDI platform to embed AI directly into workflows—automating rule writing, reducing errors, and making integrations effortless. By automating the manual work of EDI setup and maintenance, we're making complex data exchange accessible to everyone, whether you're a Fortune 500 retailer or a growing D2C brand.
More than 400+ companies, including Koch Industries, Liquid Death, Caraway, Stord, Hirschbach, and NFI, rely on Orderful to simplify EDI. Our customers have processed over 500M transactions across 10,000 trading partnerships, using Orderful to slash EDI onboarding from months to minutes.
Traditional EDI platforms keep you waiting in line for one-by-one connections. We've changed the game with the industry's first self-service platform, AI-powered rules engine, and pre-connected network that gets you live with trading partners in seconds, not seasons. This modern approach has earned us the #1 position across major industry rankings including the Momentum Grid®, Mid-Market Relationship Index, Mid-Market Grid® Report for EDI and the Forrester 2025 Innovators.
Backed by leading supply chain investors including Andreessen Horowitz, GLP Capital Partners, NewRoad Capital Partners, and Initialized Capital, we’re the fastest growing supply chain technology company in North America.
Orderful is disrupting how businesses connect and trade in the modern supply chain. Because in a world where everything else is instant, your EDI should be too.
Explore LearnEDI.org for a deep dive into how EDI works.