Director, Customer Support

Director, Customer Support

Order.co is a B2B Ecommerce Platform that simplifies purchasing.

Our strength has always been our unique edge : transforming how businesses connect with vendors through our marketplace. We're not just improving workflows, we're redefining how procurement, operations, accounting, and payments come together to drive efficiency and innovation. Every step requisition, approval, payment, and reconciliation is curated and automated to make purchasing across all vendors, locations and teams as easy as purchasing for your personal life.

Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion dollars in annualized spend across hundreds of customers like WeWork, SoulCycle, and Lume. Order.co has raised $70M+ in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named as a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn and Inc. Magazine.

Job Description

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.

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

Build Connected, High Performing Teams

Strengthen relationships within support and across departments to ensure the team feels represented and integrated into the broader organization.

Qualifications

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.

Additional Information

What You'll Receive

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.