Order.co is an AI-powered procurement platform that connects purchasing, approvals, payments, and reporting in one intelligent system–so teams can place orders faster, cut manual work, and keep operations running smoothly.

Whether you’re managing one location or 100s, Order.co simplifies the entire procurement-to-payment process. Order.co AI sources the best vendors to deliver an average of 5% cash back on purchases, reduces invoice processing time by over 80%, and flags risks before they disrupt operations. Sync data with QuickBooks Online, NetSuite, Sage Intacct, and more to control spend in real time, close books faster, and forecast with confidence.

Set custom budgets and approvals by user, location, or GL code – without slowing teams down. With AI that learns from your unique buying history and guides every step of the journey, smarter purchasing has never been easier. Brands like Dolce & Gabbana, WeWork, [solidcore], and Hugo Boss rely on Order.co to unlock more float, control purchases at the item level, and realize hard-dollar ROI – unlike any other procurement or spend management platform on the market.

Founded in 2016 and headquartered in New York City, Order.co has raised $70M in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been recognized as a ‘Top 100 Fintech Company’ by The Financial Technology Report, ‘AI Procurement Platform of the Year 2025’ by RetailTech BreakThrough, and listed on Inc. 5000’s ‘Fastest Growing Companies’ for two years.

Order.co

AI-powered Procurement & Finance Automation that delivers 5% hard-dollar savings, 20% more float, and 100% spend control

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.

About The Role

Order.co is looking for a Quality Assurance Manager to build a scalable way to continuously measure and improve our customer experience. Today, support quality is assessed anecdotally, and the richest source of customer insight we have — thousands of support interactions — largely disappears once tickets close. As we scale our team and expand AI-handled support, we need a systematic answer to three questions: Are our interactions consistently excellent? Why are customers contacting us? And what do those interactions tell us about where our product and processes should improve?

This is a foundational role with a broad mandate: you will build our customer support quality assurance function from the ground up. Your goal is a closed-loop, data-driven flywheel that measures every interaction across human and AI channels, coaches agents and tunes automation, and surfaces systemic customer pain points that inform product development roadmaps and executive decision-making. Reporting to the Director of Customer Support, you will set the standard for what quality means at Order.co and operate with significant autonomy and cross-functional influence.

What You'll Do

Design and launch our quality program for Customer Support — scorecards, sampling methodology, calibration, and review cadence — covering both agent teams and automation toolsLeverage AI tools to move from sampled review to effective monitoring of 100% of customer interactions, including AI-handled conversations with no human in the loopDefine and track the metrics that measure overall support effectiveness (quality scores, CSAT/VOC trends, resolution accuracy, etc.) and report on them to leadershipReview individual interactions to identify coaching opportunities, and partner with team leads and managers to translate findings into specific, actionable feedback for support agentsAnalyze support tickets to surface recurring customer pain points, bugs, and frictionBuild a scalable, recurring process that systematically delivers valuable insights to audiences across the organization, translating data into actionable recommendations for support teams and cross-functional partnersBuild calibration processes to ensure quality standards are applied consistently across reviewers and channelsContinuously refine the program based on business needs, agent feedback, and evolving technology, product, and process changes

What We're Looking For

4+ years of experience across customer support QA, Voice of Customer, CX insights, or support operations; you have built or scaled a quality program from scratchStrong analytical skills; comfort digging through ticket data to find patterns and translate them into a compelling narrativeExcellent written and verbal communication, including experience presenting to senior and executive audiencesA coaching mindset: you can identify a gap and turn it into constructive, specific guidanceA track record of cross-functional influence — getting Product, Support, and leadership teams to act on your insightsHands-on experience with AI-enabled quality monitoring or a strong point of view on applying AI to support qualityFamiliarity with support tooling (e.g., Zendesk, Intercom, Gladly) and QA/analytics platforms is a plusExperience in a high-growth SaaS or B2B environment; background in process design or operations is a plus

What You'll Receive

A competitive compensation package including equityEmployer-sponsored 401(k) with matchComprehensive medical, dental, and vision coverageFlexible time off and hybrid work environmentOpportunity to build and scale a critical function at a high-growth fintech companyThe anticipated annual salary range for this role is $135,000-$150,000. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.