Customer Support Onboarding Specialist

Olo is seeking a customer support & process improvement enthusiast to join the Customer Support Team as a Customer Support Onboarding 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. A successful Onboarding Specialist on the Support Team will process forms & review requirements to enable a new store opening or transfer a change in ownership. This team will also assist in new customer deployments & new product deployments, working closely with other Customer Success teams to ensure a successful launch. We are looking for a candidate who can help improve current operations & work with other teams to consider improvement to existing tools & processes.

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. The primary shift time for this role is 11a-8p EDT and workdays will rotate, requiring all Customer Support Onboarding Specialists to possibly work 1-2 weekend shifts a month.

What You'll Be Doing

• Assist with auditing the department’s work to comply with the Sarbanes Oxley Act.
• Provide support in partnership with the Customer Success team to diagnose, research, document and resolve escalated issues.
• Support customer accounts to maintain favorable, long-term relationships.
• Liaise between the customer and Customer Success team to provide clear and accurate troubleshooting solutions through our support management system, Zendesk.
• Attend internal and customer-facing training to learn about product enhancements.
• Provide support to customers and their franchisees during the onboarding phase.
• Provide feedback on internal processes and best practices to improve the customer experience and overall customer support flow.
• Coordinate with the Customer Success team to help draft, edit, and maintain both internal and customer-facing documentation.
• Work with the Customer Success Team and directly with corporate contacts to provide updates on a project rollout.

What We'll Expect From You

• Experience working with detailed procedures and program guidelines.
• Avid interest in the restaurant industry.
• 1+ years experience providing customer support by phone or email where you embody teamwork and excellence in service.
• Legally able to work in the United States.
• Experience working with spreadsheets (can maintain complex spreadsheets) and organizing data
• Passion for solving customers' problems by using available resources.

Nice to Have

• Experience working for a software, SaaS, or technology company.
• Project management experience
• Experience using CRM tools such as Salesforce.com.
• Experience using ticketing systems such as Zendesk to process and resolve support requests.

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 $52,000 - $68,000 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. If you require further accommodations or have questions regarding accessibility, please contact us at [email protected].