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Olo

Posted 8 days ago

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Senior Customer Support Specialist

United Kingdom, RemoteRemoteFull-time

AI Summary

Senior Customer Support Specialist at Olo, a SaaS platform for the restaurant industry, handles complex escalated tickets, diagnoses technical issues, mentors newer team members, and drives improvements to support operations and product.

About this role

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.
This role is fully remote, offering you flexibility to work from anywhere within the UK.

Your new role

As a Sr. Customer Support Specialist reporting directly to a Manager of Support, you'll play a pivotal role on Olo’s Customer Support team. Your work will directly impact our Key Performance Indicators (KPIs), uphold our customer and partner relationships, and support other Oloites in their work with customers.

Your primary focus is working within the support queue to resolve issues and answer questions on tickets that are assigned to you. You'll handle the increasingly complex tickets that are escalated to you, and leverage your specialized skillset on Olo’s products and services to resolve them. At times, you may mentor newer team members as they learn how to resolve tickets assigned to them, and may advocate for improvements to our products, and also to Customer Support operations that are managed by Support leadership and CX Operations.

How You’ll Make An Impact

  • Independently diagnose increasingly technical issues using your analytical thinking skills and specialized training to efficiently and effectively resolve them.
  • Respond to customer inquiries and escalations through phone calls and written interactions on tickets while meeting key performance indicators (KPIs) including Customer Satisfaction (CSAT) scores, Service Level Agreements (SLAs), and other efficiency metrics.
  • Escalate tickets to increasingly technical resources, either within Support, Product, or Engineering to ensure troubleshooting and root cause analysis outside of your control is effectively routed and efficiently resolved. Manage customer communication and closure accordingly.
  • Recognize recurring patterns in customer issues and advocate for improvements to CX Operations and Support Leadership.
  • Participate in retroactive issue reviews and root cause analyses led by Support leadership or Operations.
    Independently manage ticket hygiene, and administrative tasks to maintain high quality support operations and performance.
  • At times, collaborate across the Support team to resolve tickets in escalated queues.
  • Share knowledge gained from resolving difficult problems with the team to continuously improve support capabilities and documentation across all tiers.
  • May provide informal mentoring and guidance to newer team members, sharing best practices and product knowledge that helps them grow.
  • Operate independently across shifts and serve as a senior point of reference for peers on complex tickets.

    • What Will Set You Up For Success

  • Minimum 2+ years of experience owning complex customer problems end-to-end and learning new systems quickly. Relevant backgrounds include technical support, customer success, implementation, IT, QA, restaurant operations, or other roles requiring strong troubleshooting and customer communication. Direct experience with online ordering, payment integrations, POS systems, or marketing automation preferred.
  • Proficient with diagnostic and troubleshooting tools (e.g., Postman, Sumo Logic, system logs, remote session tools) to read error messages and investigate complex technical issues.
  • Working knowledge of customer support ticketing systems (e.g., Zendesk, JIRA) and proficiency in utilizing advanced features, including workflows and automations.
  • Experience contributing to internal knowledge bases and documentation.
  • Strong written and verbal communication, including the ability to translate technical concepts for non-technical audiences and collaborate effectively across different teams.
  • Genuine investment in customer outcomes, with the patience and judgment to work through complex issues alongside brand operators.

    • Other Requirements

  • Ability to work traditional and non-traditional shifts or be on-call, as business needs arise. Our Support team is available to our customers 7 days a week.
  • Including evening, weekends, and holidays
  • Shifts may also be subject to change over time
  • Comfort using AI tools to work more efficiently.

    • Skills

    AI ToolsAutomationsJiraMarketing AutomationOnline OrderingPayment IntegrationsPOS SystemsPostmanRemote Session ToolsSumo LogicSystem LogsTicketing SystemsWorkflowsZendesk

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