Customer Support Lead Engineer

Ordo; United States; À distance; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Generous stock options

100% remote work

Unlimited PTO

Résumé du poste

A growing school lunch program in the United States is seeking a Customer Support Lead Engineer to develop modern, AI-first support systems. This role involves leading a support team, organizing responses to customer issues, and creating efficient processes. The ideal candidate has a strong background in customer support, particularly in a startup environment. This position offers generous stock options, remote work flexibility, and unlimited PTO.

Qualifications

• Experience leading customer support at an early-stage startup.
• Ability to build processes and protocols to prevent issues.
• Familiarity with AI-driven solutions and systems.

Responsabilités

• Build a trusted customer support function.
• Respond to escalations and manage support tickets.
• Organize responses and automate processes for efficiency.

Connaissances

Customer support leadership

Process building

AI system automation

Attention to detail

Description du poste

Overview

Ordo is America’s fastest-growing school lunch program. To support our expansion, we’re seeking a Customer Support Lead Engineer to build an AI-first, modern support system designed for faster responses and less human work. As our first Customer Support Lead, you will be laying the foundation for how we support our school partners and address issues as they arise. You'll be part of the founding team, helping us manage a business that's already working and growing incredibly fast. Ultimately, you will ensure the success of our schools and our chefs.

What we're looking for

Ordo is America’s fastest-growing school lunch program. To support our expansion, we’re seeking a Customer Support Lead Engineer to build an AI-first, modern support system designed for faster responses and & less human work. As our first Customer Support Lead, you will be laying the foundation for how we support our school partners and address issues as they arise. You'll be part of the founding team, helping us manage a business that's already working and growing incredibly fast. Ultimately, you will ensure the success of our schools and our chefs.

What you’ll do

• Build the customer support function into a place of trust, better than any one person or account manager
• Respond to escalations and priority support tickets
• As new issues arise, you’ll organize a response, categorize and triage appropriately, and automate what you’ve done to ensure it doesn’t happen again
• Manage our existing customer support team and run weekly meetings to communicate ticket resolutions, keep an eye on response rate and other important metrics, etc.

Who you are

• Previously led customer support at a venture-backed, early-stage startup before
• Not a firefighter necessarily, but someone who prevents fires and builds processes and protocols to address them
• AI-obsessed—your answer to problems should be to build systems and automations, not throw more people at it
• Not afraid to hop on a call with a school immediately to resolve an issue
• You’re a workhorse–every day is different and things happen, but you take it in stride
• Strong attention to detail and sound judgment
• Experience working in schools or serving schools is a plus

About Us

Ordo is the fastest-growing school lunch program in America. Our goal is to bring fresh food to millions of students nationwide.

Why Join Ordo?

• Join a fast-growing startup working on feeding America’s families
• Backed by top investors including Accel, XYZ Ventures, and founders of Instacart & Clever
• 59M students in the US deserve better lunch; this is a $50B market
• Be part of a significant, impactful company that will be around forever
• Flexibility of working from home or anywhere in the world

What to Expect

• Generous stock options.
• 100% remote with unlimited PTO, with flexible work hours
• Small and close-knit team that gets things done.

How to Apply

Just send us an email!

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Food and Beverage Services and Technology, Information and Media