POS Support Team Lead

Olo is looking for an experienced customer support enthusiast to join the Customer Support Team as a POS Support Team Lead. 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. This Tier 2 Team Lead role will have a specific focus on ensuring that our customer's point of sale integrations are working and providing support to our brands for any issues that may arise concerning their POS.
Our POS Support Team receives, reviews, and resolves all Tier 2 order transmission and POS issues, and works closely with their Senior Team Lead to ensure Tier 2 requests are being completed in a timely and accurate manner, with any Tier 3 issues researched and escalated appropriately. You will also keep product documentation updated and provide POS and order transmission training for our Tier 1 team.
Additionally as the POS Support Team Lead, you will be the first point of escalation for the Customer Success team as issues arise. You will report to the Senior Customer Support Team Lead and can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC. In fact, more than half of our team is remote!

What You'll Do

• Assist customers with support requests related to our point of sale integrations including troubleshooting POS configurations, Rails configurations, and ordering issues.
• Be a knowledge center expert for Olo's point of sale integrations and order transmission.
• Outline and communicate creative solutions to problems presented both internally and by customers.
• Work with our POS Technical Specialist team to ensure customer feedback is communicated to our product development team, and report bugs and escalate issues to resolve revenue affecting customer issues as soon as possible.
• Troubleshoot and resolve errors of the POS products that are integrated with Olo. The POS products we integrate with include both traditional POS systems (Aloha, Micros 3700, RPOS, Iris, Simphony, PAR Pixelpoint, Positouch, Squirrel, Focus POS) along with cloud POS systems (Revel, Brink, Treatware, Silver, Toast, Qu POS, CBS Northstar)
• Recognize and create internal training opportunities to enhance POS and Order Transmission 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.
• Perform regular audits of completed tickets to assist with quality assurance plans and provide feedback to POS Support Specialists.
• Maintain service level agreement and CSAT goals for Tier 2 Customer Support issues, and understand trends to adjust the team's focus when needed and report on team metrics.

What We'll Expect From You

• 3+ years of customer support experience where you embody teamwork, integrity, and excellence in service.
• Passion for solving customers' problems by using available tools and resources (including Slack, Zendesk, and Jira), and clearly explaining resolutions to customers.
• Experience completing detail-oriented work, including referencing and mining complex procedures and program guidelines, and collaborating across multiple teams to solve tickets.
• Top-notch communication skills and experience providing feedback on internal processes and best practices to improve the customer experience.
• Legally able to work in the United States.

Nice to Have

• Interest in the restaurant or hospitality industry.
• Leadership experience either in a team lead or manager capacity.
• Experience working for a software, SaaS, or technology company.
• Experience working with any restaurant or hospitality POS system.
• 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 ac