Director of Support

About Orium

Orium is the leading composable commerce consultancy and systems integrator in the Americas. We have over a decade of experience in digital programs, working closely with best-in-class technology partners to bring modern commerce experiences to life as a member of the MACH Alliance.

We’re a remote-first company of over 250 globally-distributed employees. A certified BCorp for over a decade, we’re based in Toronto with a global studio presence, drawing from a range of talents and perspectives to bring together data, systems thinking, and curiosity to build next-generation experiences. We’re building deep capabilities in data-driven design, AI implementation, and personalization while forming strong partnerships with leaders in machine learning, hardware development, and IoT platforms.

In June 2024, we acquired the Mexico-based e-commerce agency, Gluo.

About the Opportunity

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.

Responsibilities

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.

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.

Operational Oversight (20%): 

• 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.

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.

Process & Technology Optimization (10%):

• Identify opportunities to improve support processes, automation, and tooling.
• Collaborate with engineering teams to enhance supportability of products and solutions.

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.

Strategic Leadership (10%): 

• Develop and implement support strategies that align with Orium’s business objectives and client needs.

Skills and 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)

Is this Role a Fit for You?

The Director of Support role requires operational excellence, a passion for service delivery, and strong leadership across cross-functional teams. You’ll find fullfillment in this role if you:

• Have a customer-first mindset. Client satisfaction, proactive service, and long-term relationships are your north star, and you know how to operationalize them through data, feedback, and action.
• Get energy from optimizing complex systems. You see the opportunity in challenges and enjoy designing scalable, reliable support processes that enhance client experience.
• Think strategically but act decisively. You’re comfortable zooming out to align support services with business goals—and just as ready to roll up your sleeves when needed.
• Excel at leading with empathy and clarity. You bring out the best in teams by setting clear expectations, building trust, and creating a culture of accountability and continuous improvement.
• Communicate with purpose. Whether you're reporting on metrics, navigating escalations, or aligning teams, you’re clear, responsive, and solution-oriented.

Something else…

We care a lot about our culture and the people who are part of the team, so there are certain characteristics we look for in each person. 🦸🏻

• Ability to express ideas
• Work under pressure
• Results-oriented
• Leadership
• Effective communication skills
• Problem solver
• Proactivity
• Responsibility
• Commitment
• Honesty
• Kindness
• Organizational skills
• Teamwork
• Taste for learning new technologies
• Ability to work independently and in a team
• Self-study and research

Benefits and Perks

We are looking for people like you for the new challenges ahead. 🚀 If you would love to work in a company that is constantly looking for growth and development, this is the opportunity you've been waiting for. We are a company that makes digital experiences a reality and as such we have to always be at the forefront of technology. We care a lot about people, their welfare, happiness and development in every aspect. The best experiences are our thing, but not only digital, every day we seek that our people, candidates, customers and even our processes always have the best experience.

Why work with us?

We are an agency that cares about your well-being, where we value quality of life and trust, so we work on a responsibility-freedom scheme.

• 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. 😊

We want to hear from you!

Please submit your resume in English

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