Technical Specialist - Delivery

Remote or NYC

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Olo
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Posted 3 weeks ago

Olo is seeking a top performer to join the Customer Success Team as a Technical Specialist. This Technical Specialist will have a specific focus on assisting customers in adopting a delivery program and activating their restaurants on partners’ third party marketplace sites (e.g. DoorDash, UberEats, Postmates, etc.).  
This Technical Specialist will play a crucial role within Olo’s Customer Success Team by working directly with our customers to provide expert-level support. A successful Technical Specialist will work with our customers to understand their unique goals and business processes, providing expert knowledge to help our customers, and Olo, evolve.
This is a full-time position in downtown New York City, or remote anywhere in the U.S.

What You’ll Be Doing

  • Act as a knowledge center expert for specific areas of Olo’s platform and provide ongoing support and engagement to our customers as they adopt, use, and manage these platforms.
  • Guide Olo customers in all things related to the Olo delivery onboarding experience to ensure a seamless experience.
  • Demonstrate a high capacity for delivering quality customer service.
  • Ensure an excellent quality of work from our offshore Customer Support Team as they work on support tickets related to onboarding customers on to Olo’s delivery products.
  • Collaborate with our third party delivery and marketplace partners on successful onboarding processes and issue resolution.
  • Engage with customers while documenting ways for improving their delivery experience with Olo and its partners’ third party marketplace platforms.
  • Work closely with the Product Team to advocate for new product feature requests that would allow for an enhanced customer delivery experience.  
  • Liaise between customer and internal departments, and partners to provide clear and accurate program guidance for customers.
  • Report bugs to Olo’s engineering teams and work with those teams to urgently resolve customer issues.
  • Execute customer-facing webinars to provide training and communicate product enhancements on a regular basis.
  • Use analytical skills to manage unique requirements for large enterprise customers’ adoption of delivery products.
  • Provide feedback and define internal processes and best practices to continually improve the customer experience.
  • Identify low-performing customer locations that may be experiencing errors and work with the customer to resolve, improving order success across all platforms.

What We’ll Expect From You

  • 1-3 years experience managing midsize enterprise customers or relevant project management work.
  • Avid interest in the restaurant technology industry and customer service.
  • Passion for creating an excellent customer experience and a strong interest in advocating for your customers.
  • Excellent project management skills and experience leveraging internal resources and external stakeholders to execute against deadlines.
  • Outstanding ability to clearly and tactfully articulate problems and resolutions.
  • Ability to work independently as well as collaborate across multiple teams.
  • Top-notch communication, writing, and presentation skills, and the ability to educate customers on operational best practices to increase program performance.
  • A Bachelor’s degree or equivalent work experience
  • Legally able to work in the United States.

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.  https://www.olo.com/images/culture.jpg.
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 www.olo.com.
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:https://www.olo.com/images/culture.jpg.
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: Customer-facing Customer service Customer success Project Management Recruiting Stock options Training