Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.
We are seeking a customer support enthusiast to join our Customer Experience team as a Menu Support Specialist. The Menu Support Specialist plays a crucial role by providing the first and second level of support for our customers and their franchisees. Reporting to the Senior POS Support Team Lead, you will address online customer support requests and work with our Customer Experience 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 asSalesforce.com.
Experience using tools such as Jira.
About Olo
Olo (NYSE: OLO) is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 700 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology's positive impact and creating a world where every restaurant guest feels like a regular. Learn more atolo.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, on the 82nd floor of One World Trade Center.
We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays, plus year-end closure, health, dental, and vision coverage for yourself and your family, 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 $46,013 - $62,670 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, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
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