Delivery Support Specialist

Olo is looking for a customer support enthusiast to join the Customer Support Team as a Delivery 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. This Tier 2 role will have a specific focus on our two delivery products: Dispatch, which allows brands to provide delivery services through their own branded website, and Rails, which allows brands to receive orders placed on a third-party delivery marketplace directly into their POS, eliminating the need for multiple tablets and manual entry of the orders.
As a Delivery Support Specialist, you will receive, review, and resolve all Tier 2 Dispatch and Rails issues, and work closely with your Team Lead to ensure all requests are being completed accurately in a timely manner, with any Tier 3 issues escalated appropriately. You will also be responsible for keeping product documentation updated and providing Dispatch and Rails product training for our Tier 1 team.
You will report to the Associate Director of Customer Support, and can work at Olo's headquarters in NYC or remotely from anywhere in the U.S. In fact, more than half of our team is remote!

What You'll Do

• Be a knowledge center expert for Olo's Dispatch and Rails products.
• Engage with Olo customers as they adopt, use, and manage both Dispatch and Rails, and assist customers with support requests including troubleshooting Dispatch and Rails configurations, ordering, and delivery issues.
• Provide proactive support based on daily reports to ensure that all locations are successfully processing Dispatch and/or Rails orders.
• Diligently prioritize incoming tasks to urgently resolve revenue affecting issues, and identify, reproduce, and report bugs to Olo's engineering team as necessary.
• Recognize and create internal training opportunities to enhance Dispatch and Rails product knowledge across Olo's Customer Support teams.
• Develop and refine internal processes, internal and external documentation, and best practices to deliver on continuous improvement goals for customer experience.
• Maintain service level agreement and CSAT goals for Tier 2 Customer Support issues.

What We'll Expect From You

• 2+ years experience in a support-related position where you embody teamwork, integrity, and excellence in service.
• Experience referencing and mining complex procedures, program guidelines, tools, and resources to solve problems, 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 using Slack, Zendesk, and Jira.
• Experience or interest in the restaurant or hospitality industry.
• Legally able to work in the United States. 

Nice to Have

• Experience working for a software, SaaS, or technology company.
• 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 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 $52k-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.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and