Customer Support Lead Engineer

Ordo

United States

Remote

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Generous stock options

100% remote work

Unlimited PTO

Job summary

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.

Responsibilities

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

Skills

Customer support leadership

Process building

AI system automation

Attention to detail

Job description

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