Customer Support Specialist

About the Company

Odeko is a technology and operations platform built for more than 20,000 independent coffee shops, cafés, and other food-service businesses. Its web and mobile products help customers order supplies from a wide mix of national and local brands, monitor purchasing patterns, finance equipment, and obtain insurance. By using the platform, businesses can improve revenue, cut environmental impact, lower product costs, and spend less time managing vendors.

The company’s mission is to keep improving technology that supports neighborhood cafés, coffee shops, and independent food-and-beverage operators. Odeko describes itself as a fast-moving, mission-driven organization with a team of over 400 people working across multiple functions to support small businesses.

Role Overview

Odeko is looking for a motivated customer support professional who is passionate about service and ready to act as a strong advocate for customers. The right person will bring empathy, clear communication, and a commitment to going the extra mile for the community Odeko serves.

What You’ll Do

• Serve as the primary contact for customer questions coming in through email, chat, and social media.
• Deliver prompt, personalized, and friendly assistance that creates a positive customer experience.
• Diagnose and help resolve issues with the Order Ahead app and Supply Portal.
• Support incoming requests from ecommerce, shipping, and bulk-order customers.
• Keep customer interactions and support history updated in HubSpot, which is used as the CRM.
• Work closely with Account Management, Sales, Tech, and Operations to close customer issues quickly.
• Check delivery reconciliations and issue credits when appropriate.
• Suggest product improvements, bug fixes, and feature ideas based on customer feedback and inquiries.
• Develop helpful customer resources such as help articles, videos, and webinars.
• Take ownership of customer satisfaction goals and recommend ways to improve NPS and CSAT results.

Qualifications

• Strong interest in customer care and a real desire to help customers solve problems.
• At least 1 year of experience in customer service, support, or success.
• Experience with HubSpot and Shopify is considered an advantage.
• Strong analytical thinking and creativity to handle difficult situations.
• Excellent written communication and close attention to detail.
• Comfort using computers and digital tools.
• Ability to work effectively in a fast-paced environment with frequent change.
• Experience handling several tasks and customer needs at the same time.
• Capability to organize and manage your own workday independently.
• Willingness to work flexible hours, including off-hours and weekends.

Schedule and Work Arrangement

This is a remote role, with preference for candidates in the Eastern time zone. The schedule runs Tuesday through Friday from 9:00 AM to 5:00 PM ET, and Saturday from 8:00 AM to 4:00 PM ET.

Compensation

This is an L1 position with a salary range of $52,000 to $60,000 per year.

Benefits and Perks

• Fast-paced environment with strong growth potential and room to make a direct impact.
• Competitive pay, healthcare coverage, and the possibility of equity.
• Additional benefits are available on request.

Equal Opportunity

Odeko states that it is committed to diversity, equity, and inclusion. Applicants are welcome regardless of educational background, race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.