Support Specialist

Order.co is the System of Action for the Office of the CFO, transforming the way businesses purchase and pay into an intuitive, B2C-like shopping experience. Order.co leverages embedded AI agents and embedded financial products to reinvent the way businesses connect with their vendors. 

End users enjoy a seamless, zero-training buying experience, while finance and procurement leaders gain a single platform to orchestrate how the business “should operate”. The result is an all-in-one solution that serves as a gravitational pull for spend and data, automating and eliminating procurement and finance workflows from requisition to reconciliation along the way.

Order.co is on the cutting edge of B2B Agentic Commerce, poised to be the market leader in creating a more predictive, prescriptive, and personalized experience for users. 

Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion in annualized spend across hundreds of customers like WeWork, SoulCycle, Lume, and [solidcore]. Order.co has raised $75M in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn and Inc. Magazine.

As a Support Specialist I at Order.co, your primary responsibility is to deliver high-quality customer support by efficiently triaging issues and resolving problems in a timely manner. We value individuals who take ownership of customer concerns and are committed to seeing them through until a satisfactory resolution is achieved. In this role, you will need to work quickly and multitask effectively. We seek dedicated individuals who are genuinely passionate about assisting customers.

Your key responsibilities as a Support Specialist I at Order.co include:

• Providing prompt and professional customer support: You will handle a high volume of phone calls, emails, and chats from Order.co customers & vendors. You will be responsible for responding to customer inquiries, complaints, and requests for assistance. Your goal is to provide timely and effective solutions to ensure customer satisfaction.
• Troubleshooting and problem-solving: You will utilize your problem-solving skills to identify and resolve customer issues. This may involve investigating technical problems, offering guidance on product usage, or escalating complex issues to the appropriate team.
• Communicating effectively: You will need strong communication skills to interact with customers in a clear, concise, and empathetic manner. You should be able to explain complex concepts or technical information in a way that is easy for customers to understand.
• Managing customer expectations: It is important to set realistic expectations for customers regarding issue resolution times and keep them informed throughout the support process. You should be proactive in providing updates and maintaining open lines of communication.
• Documenting and tracking customer interactions: Accurate record-keeping is essential to ensure continuity and enable effective follow-up. You will be responsible for documenting customer interactions, including the details of the issue and the steps taken to resolve it.
• Collaborating with internal teams: As a Support Specialist I, you will work closely with other teams within Order.co, such as Account Management, Operations and Product to relay customer feedback, report bugs, and contribute to ongoing improvements in customer experience.
• Continuously improving customer support processes: We encourage a culture of learning and improvement. You will have opportunities to identify areas for enhancement in customer support processes and suggest ideas to optimize workflows and enhance customer satisfaction.

As a Support Specialist I at Order.co, the following skills will be valuable for you to excel in your role:

• Strong communication skills: You should possess excellent verbal and written communication skills to effectively interact with customers. Clear and empathetic communication is essential for understanding customer issues and conveying solutions in a way that customers can understand.
• Problem-solving abilities: You will encounter various customer issues, and the ability to analyze problems, identify root causes, and propose appropriate solutions is crucial. Strong problem-solving skills will help you efficiently troubleshoot and resolve customer concerns.
• Customer-centric mindset: Demonstrating a genuine desire to help customers and a commitment to providing exceptional service is essential. You should have a customer-centric mindset and strive to meet and exceed customer expectations. You should be able to remain calm and empathize with customers' situations, showing understanding and reassurance throughout the support process.
• Multitasking and time management: As a Support Specialist I, you will often have to handle multiple customer inquiries simultaneously. Strong multitasking skills and effective time management are essential. 
• Attention to detail: Paying close attention to detail is crucial for accurately documenting customer interactions, tracking issues, and following up on resolutions. It ensures that nothing falls through the cracks and helps maintain high-quality customer support.
• Teamwork and collaboration: Being able to work well in a team, collaborate effectively, and provide valuable feedback and insights will contribute to the overall success of the customer support function.
• Adaptability and willingness to learn: Customer support needs can vary, and new challenges may arise. Being adaptable and open to learning new tools, technologies, and processes will help you stay effective and provide up-to-date support to customers.
• Resilience and stress management: Customer support can sometimes be demanding and stressful. Being resilient and adopting effective stress management techniques are needed to  maintain a high level of customer service, even during challenging situations.

Bonus points if you have

• 1+ years of customer support or related experience, especially in a SaaS, e-commerce or startup environment.
• Experience working with CRMs such as Zendesk.

• A competitive compensation package including stock options
• Robust medical, dental, vision, and wellness benefits
• Flexible time off policies
• Employer-sponsored 401(k) + match
• The anticipated pay range for this role is $24 - $27 per hour. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.