Director of Support

5 days ago

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Gluo

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Gluo is a leading eCommerce agency based in Mexico, specializing in creating advanced commerce platforms that connect with modern consumers. With over 20 years of experience, Gluo implements eCommerce platforms, payment gateways, search engines, content management systems, ERPs, and CRMs. The company specializes in Headless and Composable Commerce, developing custom, scalable, and omnichannel stores for both B2B and B2C markets. Gluo focuses on enhancing user experience through research, design, and implementation of cutting-edge commerce technologies. Their expertise in UX/UI design, along with their commitment to innovation, has made them the number one eCommerce development agency in Mexico. In 2022, they were acquired by Orium, a leading composable commerce specialist in North America.

Digital Marketing • User Experience Design • Web Content Management • Mobile Development • Internet Strategy

51 - 200 employees

Founded 2003

🛍️ eCommerce

🤝 B2B

👥 B2C

📋 Description

• Orium is the leading composable commerce consultancy and systems integrator in the Americas. • We’re a remote-first company of over 250 globally-distributed employees. • This role is responsible for overseeing support operations, ensuring service excellence, and driving continuous improvement. • You’ll find fulfillment in this role if you have a customer-first mindset. • You’ll also see opportunity in challenges and enjoy designing scalable, reliable support processes.

🎯 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. • 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).

🏖️ Benefits

• 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.