Customer Support Specialist, Odeko
Northeast
$52-60k
Opportunity for equity
More information about location
Operations tools for coffee shops and cafés
Job no longer available
Operations tools for coffee shops and cafés
101-200 employees
Job no longer available
$52-60k
Opportunity for equity
More information about location
101-200 employees
Company mission
To help small businesses make big things happen.
Role
Who you are
- Odeko is seeking motivated individuals to join our customer support team!
- The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Odeko community
- You must have excellent communication skills, and a strong sense of empathy
- Passion for customer care and a genuine desire to help our customers resolve issues
- 1+ years experience in customer service, support or success
- Hubspot and Shopify experience are a plus
- Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
- Strong writing skills and impeccable attention to detail
- Computer proficiency required
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty
- Experience balancing multiple tasks and customer needs simultaneously
- Ability to prioritize your workday independently
- Flexible schedule, willing to work off hours and weekends
What the job involves
- Act as the first point of contact for all customer support questions via email, chat, and social media
- Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for the Northeast Region customers
- Troubleshoot user problems with the Odeko’s Order Ahead app and Supply Portal
- Assist in incoming questions from our ecommerce, shipping and bulk customers
- Maintain all support contacts and history in Hubspot, Odeko’s CRM
- Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner
- Review delivery reconciliations and issue credits when necessary
- Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc
- Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers
- Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics
Our take
Odeko is an operations partner that helps independent coffee shops and cafés save what matters most: money, time and the planet. Its operations software optimizes supply chain management and provides an order-ahead functionality through its app for consumers looking to grab coffee and food on the go. This approach saves customers 20% on inventory and up to 10 hours a week on vendor management.
Founded in 2019, Odeko has quickly become a go-to supplier for 10,000 small businesses in some of the largest cities across the US. After years of impressive revenue growth, the company secured a significant boost in a 2023 funding round. This capital has helped Odeko fuel its next phase of growth, powering platform development, expanding operations, and paving the way for even more cities across the country to benefit from its services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
200% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2025
$96m
SERIES E
Apr 2023
$53m
SERIES D
Total funding: $369m
Company HQ
Little Italy, New York, NY
Leadership
Dane Atkinson
(Co-Founder & CEO)Studied at The Rockefeller University and Columbia. Previously CEO of Squarespace from 2007 to 2011. Acted as an Advisor at TriggerMail, JOANY and Dossier Labs. Acted as CEO of SumAll, which specialises in data analysis for small businesses, from 2011 to 2018. Is a Mentor at TechStars, an Advisor at Minerva and a Board Member at Podia. Founded Odeko in 2019.
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