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Director of Support
Posted 8 days agoViewed
💎 Seniority level: Director, 8+ years
🔍 Industry: Support Services
🏢 Company: Orium👥 11-50Energy EfficiencyElectronicsEnergy
🗣️ Languages: English, Spanish
⏳ Experience: 8+ years
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.
- 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.
- 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.
- Define, monitor, and enhance key performance metrics (KPIs) for service delivery.
- Manage and optimize support operations across different service models.
- Lead, mentor, and scale a team of Delivery Managers, Tech Leads, and developers.
- Identify opportunities to improve support processes, automation, and tooling.
- Act as an escalation point between support teams, clients, and internal business units.
- Develop and implement support strategies that align with Orium’s business objectives and client needs.
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Posted 9 days ago
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- 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.
- Proficiency with support and service management tools (e.g., Jira, Zendesk, ServiceNow).
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- Define, monitor, and enhance key performance metrics (KPIs) for service delivery.
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