Olo
Olo is looking for a customer support enthusiast to join our Tier 2 Customer Support Team as a Support Specialist focusing on our Olo Pay product. 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. Reporting to the Director, Customer Support, you will have a specific focus on Olo’s newest product, Olo Pay: a full credit card processing solution that offers capabilities like mobile wallet support and enhanced fraud protection for our customers.
As an Olo Pay Support Specialist, you will review and address all escalated Tier 2 Olo Pay issues and be an expert for the Olo Pay product for both our customers and the Olo team. You will also focus on documentation and continued training for our Tier 1 team and work with the Olo Pay Support Team Lead to ensure requests are being addressed and Tier 3 issues are escalated.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.
What You’ll Do
- Be a knowledge center expert for Olo Pay and provide ongoing support and engagement to our customers as they adopt, use, and manage the Olo Pay product.
- Liaise between customer, internal departments, and partners to provide clear and accurate guidance for customers.
- Work with the Olo Pay Engineering and Specialist teams to help communicate progress to customers related to their support requests.
- Help report bugs to Olo’s Engineering teams and work with those teams to urgently resolve customer issues.
- Facilitate internal training to enhance continued learning among Olo Customer Support team members.
- Maintain service level agreement and CSAT goals for the Customer Support Team.
What We’ll Expect From You
- 2+ years experience in a support-related position where you embody teamwork, integrity, and excellence in service.
- Experience solving customers’ problems using available resources and the ability to manage shifting priorities.
- 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.
- Previous experience in the payments industry, including account creation, chargebacks, or fraud.
- Avid interest in the restaurant industry.
- Legally able to work in the United States.
Nice to Have
- Experience using Stripe.
- 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