Director of Support at Orium

Orium is seeking a Director of Support to oversee support operations, ensure service excellence, and drive continuous improvement in support processes. Orium is a leading composable commerce consultancy and systems integrator, committed to building next-generation experiences and fostering a culture of continuous improvement.

The Director of Support will lead teams under strict SLAs, providing after-business-hours support and ensuring overall customer satisfaction and long-term client relationships.

Responsibilities:

• Account Management & Customer Success
• Service Delivery & Performance Management
• Operational Oversight (Retail (OMS / POS) Support, eCommerce Support, and After-Business-Hours Support)
• Team Leadership & Development
• Process & Technology Optimization
• Stakeholder Engagement & Communication
• Strategic Leadership

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.
• 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)

Orium offers:

• Home office - You will work from home.
• Benefits of law.
• Benefits ABOVE the law.
• Cool work environment, with happy people.