Customer Support Specialist

Olo

Can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC. Remote only

Full time

US$52-68k (annually)

Customer Service

Remote

Dec 16

Olo is looking for a customer support enthusiast to join the Customer Support Team as a Customer Support Specialist. The Customer Support Team plays a crucial role within Olo's Customer Success Team by providing the first level of support for our customers and their franchisees. As a Customer Support Specialist, you will assess and address online customer support requests and phone calls that come into our support team while also working with the Customer Success Team to improve documentation and processes to decrease escalations. 


Olo's Support platform is available 7 days a week 9:00 am-12:00 am EST, but we are currently hiring for two shifts: 

Tuesday through Saturday from 9am-6pm EST

Tuesday through Friday 9am-6pm and Saturday 7am-4pm EST


You will report to the Associate Director, Customer Support and can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC.

What You'll Do

  • Provide support to customers and their franchisees during all phases of the Olo lifecycle as they adopt, use and manage Olo's products.
  • Liaise between the customer and Customer Success team to provide clear and accurate troubleshooting solutions through our support management system, Zendesk, or telephone.
  • Provide support in partnership with the Customer Success team to diagnose, research, document, and resolve escalated issues.
  • Coordinate with the Customer Success team to help draft and edit both internal and customer-facing documentation, including multimedia tutorials and webinars, with a goal to eliminate tickets and address customer questions without escalation.
  • Learn about Olo's developing product offerings as they relate to and could potentially solve recurring customer issues.
  • Provide feedback on internal processes and best practices to improve the customer experience and overall customer support flow.
  • Attend internal and customer-facing training to learn about product enhancements.
  • Support customer accounts to maintain favorable, long-term relationships.

What We'll Expect From You

  • 1+ years experience providing customer support by phone or email where you embody teamwork and excellence in service.
  • Passion for solving customers' problems by using available resources.
  • An avid interest in the restaurant industry.
  • Experience working with detailed procedures and program guidelines.
  • Legally able to work in the United States.

Nice to Have

  • Experience working for software, SaaS, or technology companies. 
  • Experience using ticketing systems such as Zendesk to process and resolve support requests.
  • Experience using CRM tools such as Salesforce

About Olo


Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 600 restaurant brands to jointly reach 85 million connected guests across approximately 84,000 locations. More than two million orders per day run on Olo's platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.


We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, located in Tribeca.


We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays plus year-end closure, fully paid health, dental and vision care premiums, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!


Non-Sales: Our best estimate of the compensation range for this opportunity is $52-68k annually, depending on the experience you bring and your location. [This role is also eligible for incentive compensation.] We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.


We encourage you to apply!


We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.


All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status. If you require further accommodations or have questions regarding accessibility, please contact us at talent@olo.com.

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