Jobs and Careers
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Customer Support Phone Specialist
OloNew York City, United StatesRemotefull_timeVerifiedPosted 12 Jul 2023
💰 $52,000/yr
About the role
Olo is looking for a support enthusiast to join our growing Support team as a Customer Support Phone Specialist. The Customer Support team plays a crucial role within Olo's Customer Success team by providing the first level of support for our restaurant customers and their franchisees. Reporting to the Senior Customer Support Team Lead, you will assess and address phone calls with support requests that come into our Customer Support team while working with our team to improve documentation and processes to decrease escalations.
Olo's Support platform is available seven days a week, 7:00 am-12:00 am ET, but the primary shift time for this role will be 12:00 pm-9 pm ET Monday-Friday. Olo operates during holidays and weekends with limited rotating staff, which may also be required.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in Tribeca, NYC.
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.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
All applicants receive consideration for employment. We do not discriminate on the basis of race, r
Olo's Support platform is available seven days a week, 7:00 am-12:00 am ET, but the primary shift time for this role will be 12:00 pm-9 pm ET Monday-Friday. Olo operates during holidays and weekends with limited rotating staff, which may also be required.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in Tribeca, NYC.
What You'll Do
- Provide phone support to our customers during all phases of the Olo lifecycle as they adopt, use and manage Olo's products.
- Answer questions about our platform/software, provide direction, and patiently walk callers through processes when necessary.
- Gain familiarity with Olo's platform and technical support practices and procedures to be able to pinpoint when/where an issue occurred.
- Quickly and thoroughly document phone call summaries in Zendesk tickets for each phone call and capture relevant information, including the restaurant details and resolution if provided.
- Understand when issues are outside of the scope of our Phone Support team and connect customers to the necessary internal team or third party.
- Identify emerging trends in recent calls to alert relevant teams of repeat problems.
What We'll Expect From You
- 2+ years experience providing inbound customer phone support or equivalent direct customer support with an emphasis on customer satisfaction
- Strong problem-solving skills and the ability to come up with creative solutions while staying within scope.
- Avid interest in the restaurant industry.
- While this is not a technical support role, it does require a level of technical proficiency and familiarity with various computers, devices, operating systems, browsers, etc.
- An attention to detail and ability to spot inconsistencies.
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.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
All applicants receive consideration for employment. We do not discriminate on the basis of race, r
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