Senior Customer Support Phone 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 an experienced customer support enthusiast to join our Customer Support team as the Senior Customer Support Phone 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 Senior Customer Support Phone Team Lead, you will manage a dedicated phone support team, evaluate and address customer support requests by phone, and review current processes to advise on ways to improve upon and scale operations. You will also oversee escalations within this team and work with the Customer Success team to improve documentation and processes to decrease future escalations.
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. We are looking for a full-time team member to work 9am-6pm EST Monday through Friday.

What You’ll Do

  • Manage a team of 4+ Phone Support Specialists who provide phone support daily from 9am-9pm EST.
  • Hire, train, coach, and develop new Phone Support Specialists.
  • Partner with the Phone Support Team Lead to ensure the team is staffed for the shift and understand priorities for the day.
  • Provide backup support if the team is understaffed, and manage PTO requests and payroll approvals. 
  • Empower Phone Support Specialists with skills to improve their confidence, product knowledge, and communication while ensuring they meet the Service Level Agreement and CSAT goals for phone support operations.
  • Identify training opportunities and develop or research external training modules to support development of the team
  • Liaise between the customer and Customer Success team to provide clear and accurate troubleshooting solutions through our support management system, Zendesk, or telephone.
  • Identify new documentation opportunities while maintaining existing documentation.

What We’ll Expect From You

  • Up to five years of experience in a leadership role where you embody teamwork, integrity, and excellence in service.
  • Experience building and managing dynamic and collaborative teams across time zones and remote locations
  • Passion for solving customers' problems by using available resources and the ability to manage shifting priorities.
  • Experience working with detailed procedures and program guidelines, and the ability to educate our teams and customers on best practices.
  • An avid interest in the restaurant industry.
  • 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 Salesforce.com or Pipedrive.
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 perks/benefits: Health care Parental leave Team events
Job region(s): North America
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