Olo
We are looking for a customer support enthusiast to join the Customer Support team as a Menu Customer Support Specialist. The Customer Support team plays a crucial role within Olo’s Customer Success Team by providing the first and second level of support for our customers and their franchisees. Reporting to the Associate Director of Customer Support, you will address online customer support requests and 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.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.
What You’ll Do
- Be a knowledge expert for specific areas of Olo’s platform and how they relate to menu management.
- Provide ongoing support to customers as they adopt and use Olo menu tools and manage their online menu.
- 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 operations.
- 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.
- Build and revise both internal and customer-facing documentation to provide up-to-date training and product information.
What We’ll Expect From You
- At least 1 year experience providing customer support by phone or email.
- 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.
- Experience using ticketing systems like Zendesk to direct and control the processing and resolution of customer support issues.
- Avid interest in the restaurant technology industry.
- Legally able to work in the United States.
Nice to Have
- 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.