Customer Support Team Lead

Olo is looking for a customer support enthusiast to join the Customer Support team as a Customer Support Team Lead. 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. A successful Customer Support Team Lead will evaluate and address online customer support requests and phone calls that come into our support team while also working with the Customer Success team to improve documentation and processes to decrease escalations. You will be the first point of escalation for the Customer Support Specialists as issues arise.
You will report to the Associate Director, Customer Support. We are looking for a full-time team member to cover the 9am-6pm EST shift Monday through Fridays; workdays may rotate, requiring all Customer Support Leads to potentially work alternate hours dependent on business needs.
You can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC.

What You'll Do

• Provide support to customers and their franchisees during all phases of the Olo lifecycle as they adopt, use and manage Olo's products.
• Confirm the team is staffed for the shift and understand priorities for the day.
• Track Service level agreements and understand trends to adjust the team's focus when needed and report on team metrics.
• Be the initial point of escalation for questions and issues from the Customer Support Specialists.
• Empower Support Specialists with skills to improve their confidence, communication, and product knowledge and identify training opportunities and provide the appropriate resource. 
• Liaise between the customer and Customer Success team to provide clear and accurate troubleshooting solutions through our support management system, Zendesk, or by telephone.
• Provide support in partnership with the Customer Success team to diagnose, research, document and resolve escalated issues.
• Perform regular audits of completed tickets to assist with Quality Assurance plans and provide feedback to the Customer Support Specialists.
• Coordinate with Customer Success team to help draft, edit, and maintain both internal and customer-facing documentation, including multimedia tutorials and webinars, with a goal to eliminate tickets and address customer questions without escalation.
• Learn about Olo's developing product offerings, particularly as they relate to and could potentially solve recurring customer issues.
• Provide feedback on internal processes and best practices to improve the customer experience and overall customer support flow.
• Attend internal and customer-facing training to learn about product enhancements.
• Support customer accounts to maintain favorable, long-term relationships.

What We'll Expect From You

• Up to three years experience providing customer support by phone or email where you embody team work, integrity, and excellence in service.
• Passion for solving customers’ problems; ability to solve problems by utilizing available tools/resources.
• Avid interest in the restaurant industry.
• Ability to collaborate across multiple teams and complete independent work as needed.
• Knowledge of word processing tools and spreadsheets (MS Office, Google Drive, etc.), as well as strong internet navigation skills.
• Ability to self motivate, work attentively, and learn quickly in a fast-paced environment .
• Able to work with detailed procedures and program guidelines.
• Legally able to work in the United States.

Nice to Have

• Leadership experience either in a team lead or manager capacity.
• Experience working for a software, SaaS, or technology company. 
• Experience using ticketing systems such as Zendesk to process and resolve support requests.
• Experience using CRM tools such as Salesforce.com or Pipedrive.

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 workforc