Guest Experience Customer Support Specialist

Olo is looking for a support enthusiast to join our Customer Support Team as a Guest Experience Customer Support Specialist. 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. You will join our Tier 2 team and will focus on support for our front-end platforms, custom solutions built with our API, and guest engagement programs.

As a Guest Experience Customer Support Specialist, you will review and address all escalated Tier 2 Front-End and Guest Engagement issues, focus on documentation and continued training for the Tier 1 team, and work with the Front-end and Guest Engagement Technical Specialist teams to ensure requests are being addressed and Tier 3 issues are escalated.

We are looking for a full-time team member to cover the 9am-6pm EDT shift Monday through Fridays. You will report to the Associate Director, Customer Support and 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 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 front-end design and Olo API interface of their ordering experiences, including the brand’s online ordering website, mobile site, apps, or third-party interface and to their loyalty programs and integration of such programs with Olo.
• Work with the Front-End and Guest Engagement Specialist and Engineering teams 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 Olo’s 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.
• Maintain Service Level Agreement & CSAT goals for the Customer 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.
• Experience collaborating across multiple teams and educating teammates and customers on best practices.
• Experience working with detailed procedures and within program guidelines.
• Experience with user experience and front-end web principles- do you know the difference between HTML and CSS?
• Knowledge of APIs and the purpose they serve- can you read a payload or know what one is?
• Avid interest in the restaurant industry.
• Legally able to work in the United States.

About Olo

Olo is the engine of hospitality powering the restaurant industry’s digital transformation. As a leading open SaaS platform, we enable over 600 restaurant brands to jointly reach 85 million connected guests across approximately 84,000 locations. More than two million orders per day run on Olo’s platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com

We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you’re in the New York City area, you can choose to work remotely or from Olo’s headquarters, located in Tribeca.

We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays plus year-end closure, fully paid health, dental and vision care premiums, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more! 

Our best estimate of the compensation range for this opportunity is $52-68K annually, depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.