Menu Support 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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We are looking for an experienced customer support enthusiast to join the Customer Support team as a Menu Support Team Lead. The Customer Support team plays a crucial role within Olo's Customer Success Team by providing the first and second level of support to our customers and their franchisees. Reporting to the Senior Order Operations Team Lead, you will address online customer support requests and will work with our Customer Support and Customer Success teams to resolve customer issues quickly and avoid interrupting our customer's operations as much as possible.
You will also review and address all escalated Tier 2 Menu issues, focus on documentation and continued training for the Tier 1 team, and work with the Menu Technical Specialist team to ensure requests are being addressed and Tier 3 issues are escalated. Additionally as the Menu Support Team Lead, you will be the first point of escalation for the Menu Support Specialists as issues arise.
You can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC on the 82nd floor of One World Trade Center.

What You'll Do

  • Be a knowledge expert for the settings within Olo's platform and how they relate to menu management and provide ongoing support to customers as they adopt and use Olo menu tools, and manage their online menu.
  • Be the initial point of escalation for questions and issues from the Menu Support Specialists, empower Menu Support Specialists with skills to improve their product knowledge and communication, and identify training opportunities and provide the appropriate resources.
  • Outline and communicate creative solutions to problems presented both internally and by customers.
  • Provide training for our Tier 1 Support Team in the basics of Olo menu
  • Work with our Menu Technical Specialist team to ensure customer feedback is communicated to our product development team, and report bugs and escalate issues to resolve customer issues as soon as possible.
  • Provide support in partnership with the Customer Success team to diagnose, research, document and resolve escalated issues.
  • Perform regular audits of completed tickets to assist with Quality Assurance plans and provide feedback to Menu Support Specialists.
  • Track Service Level Agreements and understand trends to adjust the team's focus when needed and report on team metrics.
  • Coordinate with Customer Success team to help draft, edit, and maintain both internal and customer-facing documentation, including multimedia tutorials and webinars, with a goal to eliminate tickets and address customer questions without escalation.

What We'll Expect From You

  • Up to three years experience providing customer support by phone or email where you embody teamwork, integrity, and excellence in service.
  • Passion for solving customers' problems by using available tools and resources and collaborating across multiple teams.
  • Experience working with detailed procedures and program guidelines, and clearly explaining problems and resolutions to customers.
  • Experience providing feedback on internal processes and best practices to improve the customer experience.
  • Avid interest in the restaurant technology industry.
  • Legally able to work in the United States.

Nice to Have

  • Leadership experience either in a team lead or manager capacity.
  • Experience creating or managing an eCommerce restaurant menu or online product offering for eCommerce.
  • Experience working for a software, SaaS, or technology company.
  • Experience using CRM tools such as Salesforce.com.
  • Experience using tools such as Jira.
  • Experience using ticketing systems like Zendesk to direct and control the processing and resolution of customer support issues.
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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