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 to build an AI-first, modern support system designed for faster responses and & less human work.

As our Customer Support Lead, you will be laying the foundation for how we support our school partners and address issues and problems as they arise. You will also manage our existing Customer Support team and direct our resources efficiently. 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
Own Elastic metrics - set up dashboards, work deep in data system
Automate our existing systems (built on Twilio, Ticketing, SendGrid, etc.)
Manage our customer support team

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