Customer Support Training Team Lead (Remote, USA)

New York, NY

Full Time Senior-level / Expert
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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...

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Olo is looking for a customer support enthusiast with a passion for training to join the Customer Support team as a Customer Support Training 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. As Customer Support Training Team Lead, you will develop and oversee Olo's two week new hire support training program, which is an essential part of the training process for all new Customer Success team members, and partner with other Customer Support and Customer Success team members to make the program a success.
You will report to the VP of Customer Support and can work from our HQ in New York, NY, or remote from anywhere in the U.S. The shift time for this role is 9am-6pm EST Monday through Friday.

What You’ll Do

  • Develop and facilitate a two week training program for all new Customer Success team members, and be the initial point of escalation for questions and issues for the new hires during training
  • Empower new hires with skills to improve their confidence, product knowledge, and communication skills by identifying training opportunities and providing the appropriate resources
  • Partner with Customer Support leadership to bring in additional facilitators and determine the best support tickets to use as training opportunities
  • Guide Customer Success hiring managers on the complete training plan for their new hires
  • Perform regular audits of completed tickets from new hires and provide feedback by detailing strengths and opportunities to assist with ongoing training and understand how new hire training impacts Service Level Agreements and supports our team SLA goals
  • Provide reporting to VP, Customer Support with metrics from new hire training along with other programs related to Customer Support training
  • Help develop continuing education for Customer Support team

What We’ll Expect From You

  • Up to three years experience providing customer support by phone or email where you embody team work, integrity, and excellence in service
  • Passion for training and continuing education
  • Top-notch communication, writing, and presentation skills, and the ability to educate our teams and customers on best practices
  • Experience working with detailed procedures and program guidelines
  • Avid interest in the restaurant industry
  • Legally able to work in the United States

Nice to Have

  • Experience in Learning and Development
  • Leadership experience either in a team lead or manager capacity
  • 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 Salesforce.com
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 400 brands, such as Applebee's, Checkers & Rally's, Cheesecake Factory, Shake Shack and more. Learn more at www.olo.com.
Olo's headquarters is located on the 82nd floor of One World Trade Center. In addition to our NYC cohort, over 65% of our team works remotely across the U.S. We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, company equity, a generous parental leave plan, and perks like team events. Check out our culture map: https://www.olo.com/images/culture.jpg.
We encourage you to apply!
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 underrepresented across the tech sector and we are committed to doing our part to move the needle.
Olo is an equal opportunity employer and diversity is 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 region(s): North America
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