Tier 2 Customer Support Specialist

NYC or Remote

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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 support enthusiast to join Tier 2 Customer Support as a Customer Support Specialist for our Customer Intelligence and Front of House products. The Customer Support Team plays a crucial role within Olo's Customer Success Team by providing the first level of support for our customers; you will focus on support for our front-end platforms and custom solutions, and will take a consultative approach to solving issues.
As a Tier 2 Customer Support Specialist, you will review and address tickets created through chat, phone, email, webform, and text. You'll assess and manage issues, focus on documentation and continued training for the Tier 1 team, and work with other members of the Olo team to ensure requests are being addressed and Tier 3 issues are escalated. You will report to the Customer Support Senior Team Lead- Tier 2 and 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. Our Support team is available from 9am-9pm CST Monday through Sunday but in this role we are looking for someone to work either Tuesday-Saturday or Sunday-Thursday from 12pm-9pm CST.

What You’ll Do

  • Be 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 with their support requests related to the Customer Intelligence and Front of House interface, including the brand's waitlist and reservation forms, floor plans, data segmentation, apps, or related third-party vendors.
  • Work with your peers and the Engineering team to help communicate progress to customers related to their support requests.
  • Liaise between customers, internal departments, and partners to provide clear and accurate guidance for customers.
  • Help report bugs to the Engineering teams and work with those teams to urgently resolve customer issues.
  • Implement internal training to enhance continued learning among Olo Customer Support team members.
  • Be the main point of support contact and liaise between clients and the Olo team.
  • Take full ownership of your work and the details required for successful client interaction.
  • Maintain Service Level Agreement & CSAT goals for the Customer Support Team.
  • Monitor support escalations and work on-call holiday rotations.
  • Contribute to high-level strategic decisions within the support team.

What We’ll Expect From You

  • At least 2 years experience in a support related position where you embody teamwork and excellence in service.
  • Passion for discovering baseline causes and solving customers' problems using available resources, and the ability to remain calm under pressure.
  • Experience collaborating across multiple teams and educating teammates and customers on best practices.
  • Experience working with detailed procedures and within program guidelines, and communicating with clarity and efficiency.
  • Knowledge of APIs and the purpose they serve- you can read a payload or know what one is.
  • Familiarity with the iOS platform and apps.
  • Experience writing internal support and customer help article documentation.
  • 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 JIRA and Zendesk to process and resolve support requests.
  • Experience using CRM tools such as Salesforce.com.
  • Experience in the restaurant industry.
  • Experience with relational databases or an understanding of SQL.
About Olo
Olo is a leading on-demand commerce platform powering the restaurant industry’s digital transformation. Millions of orders per day run on Olo’s enterprise SaaS engine, enabling brands to maximize the convergence of digital and brick-and-mortar operations. The Olo platform provides the infrastructure to capture demand and manage consumer orders from every channel. With integrations to over 100 technology partners, Olo customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. Over 500 restaurant brands use Olo to grow digital sales, maximize profitability, and preserve direct consumer relationships. Learn more at olo.com.
Olo's headquarters is located on the 82nd floor of One World Trade Center. In addition to our NYC cohort, over 75% 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, a 401k match, 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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