Senior Customer Support Onboarding Team Lead

Remote or NYC

Full Time Senior level / Expert
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Posted 2 weeks ago

Olo is seeking a customer support enthusiast to join the Customer Support Team as a Senior Customer Support Onboarding Team Lead. 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. A successful Senior Customer Support Onboarding Team Lead  will oversee the onboarding team, who are responsible for processing forms & reviewing requirements to enable a new store opening, new product offering, or transfer a change in ownership. This Senior Team Lead will focus on strategy & success of the onboarding team. This includes but is not limited to acting as a resource with requests & projects, implementing & overseeing QA, and managing at least 5 direct reports. The Senior Onboarding Team Lead is responsible for escalations within this team. Someone in this role will also review the current process and advise on ways to improve upon and scale operations.
You can work at Olo’s headquarters on the 82nd floor of One World Trade Center or remotely from anywhere in the U.S. In fact, more than half of our team is remote!

What You’ll Be Doing

  • Oversee and support the onboarding team responsible for day-to-day support related to the deployment phase of our product
  • Work closely with the Customer Support Senior Leadership to consider operational improvement with existing workflows
  • Provide weekly reporting to the VP of Customer Support
  • Recruit, hire & assist with onboarding of new Onboarding Support Specialists
  • Review incoming projects and delegate to the onboarding team based on availability & experience
  • Maintain SLA & CSAT goals for the Customer Support Team. Address individuals and/or the team if feedback will address gaps in these goals
  • Provide feedback on internal processes and implement best practices in an effort to continually improve the customer experience and overall customer support flow.
  • Identify areas where documentation or training is lacking and take initiative to resolve gaps
  • Build schedule for 7 days a week coverage
  • Use data to determine scheduling and hiring needs
  • Support customer accounts to maintain favorable, long-term relationships
  • Address escalations from internal team members, corporate customers, or individual owner/operators 

What We’ll Expect From You

  • At least 5 years experience leading or managing a support team
  • Passion for solving customers’ problems; ability to solve problems by utilizing available tools/resources.
  • Avid interest in the restaurant industry.
  • Ability to work independently when needed, as well as collaborate across multiple teams.
  • Embodies teamwork, open communication, excellence in service, integrity, and accountability.
  • Top-notch communication, writing, and presentation skills, and the ability to educate internal teams and customers on best practices
  • Able to work in fast-paced environment.
  • Able to work with detailed procedures and program guidelines.
  • Self-motivated quick Learner.
  • Great attention to detail.
  • Legally able to work in the United States.

Nice To Have

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

What’s Important to Olo

  • Our families come first. We know they make us who we are and they are who we live and work for every day. 
  • Olo is our extended family. We’re in this together, fighting for one another. We’re happy to be here. We will not let one another down. 
  • We learn from and fight through setbacks. We recognize and help one another with direct feedback. 
  • We care about you. We offer 20 days of paid time off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan.
  • We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed to doing our part to move the needle. 
  • Learn more about our culture, values, and mission.

COVID-19 Impact
Olo is committed to the well-being of candidates, employees and our community. The  Olo NYC Headquarters will be closed for the foreseeable future because of the global outbreak of COVID-19. While an in-person interview is typical for many roles at Olo, we will conduct interviews via video conferencing while our HQ is closed. Olo benefits from the fact that over half of our workforce is remote, therefore we are accustomed to conducting interviews via video conferencing and we anticipate no impact on our recruiting timelines. We encourage candidates to share any concerns or questions with Olo’s recruiting team.
About Olo
Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform for over 300 brands, such as Applebee’s, Checkers & Rally’s, Cheesecake Factory, Chili’s, Dairy Queen, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Portillo’s Hot Dogs, Shake Shack, sweetgreen, Wingstop, and more. Learn more at
Olo's headquarters is located on the 82nd floor of One World Trade Center.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map:
We encourage you to apply! 
Olo is an equal opportunity employer and diversity is highly valued at our company. 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 like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!
Job tags: CRM Customer success Recruiting SaaS Salesforce SLA Stock options Training
Job region(s): North America
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