At a Glance
- Tasks: Resolve complex customer issues and enhance guest experiences through effective support.
- Company: Join Olo, a leading SaaS platform transforming the restaurant industry.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team dedicated to improving customer experiences.
- Why this job: Make a real impact on customer satisfaction while working with innovative technology.
- Qualifications: 2+ years in customer support or technical roles with strong troubleshooting skills.
The predicted salary is between 29700 - 36300 £ per year.
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.
This role is fully remote, offering you flexibility to work from anywhere within the UK.
Your new role
As a Sr. Customer Support Specialist reporting directly to a Manager of Support, you'll play a pivotal role on Olo’s Customer Support team. Your work will directly impact our Key Performance Indicators (KPIs), uphold our customer and partner relationships, and support other Oloites in their work with customers.
Your primary focus is working within the support queue to resolve issues and answer questions on tickets that are assigned to you. You'll handle the increasingly complex tickets that are escalated to you, and leverage your specialized skillset on Olo’s products and services to resolve them. At times, you may mentor newer team members as they learn how to resolve tickets assigned to them, and may advocate for improvements to our products, and also to Customer Support operations that are managed by Support leadership and CX Operations.
How You’ll Make An Impact
- Independently diagnose increasingly technical issues using your analytical thinking skills and specialized training to efficiently and effectively resolve them.
- Respond to customer inquiries and escalations through phone calls and written interactions on tickets while meeting key performance indicators (KPIs) including Customer Satisfaction (CSAT) scores, Service Level Agreements (SLAs), and other efficiency metrics.
- Escalate tickets to increasingly technical resources, either within Support, Product, or Engineering to ensure troubleshooting and root cause analysis outside of your control is effectively routed and efficiently resolved. Manage customer communication and closure accordingly.
- Recognise recurring patterns in customer issues and advocate for improvements to CX Operations and Support Leadership.
- Participate in retroactive issue reviews and root cause analyses led by Support leadership or Operations.
- Independently manage ticket hygiene, and administrative tasks to maintain high quality support operations and performance.
- At times, collaborate across the Support team to resolve tickets in escalated queues.
- Share knowledge gained from resolving difficult problems with the team to continuously improve support capabilities and documentation across all tiers.
- May provide informal mentoring and guidance to newer team members, sharing best practices and product knowledge that helps them grow.
- Operate independently across shifts and serve as a senior point of reference for peers on complex tickets.
What Will Set You Up For Success
- Minimum 2+ years of experience owning complex customer problems end-to-end and learning new systems quickly. Relevant backgrounds include technical support, customer success, implementation, IT, QA, restaurant operations, or other roles requiring strong troubleshooting and customer communication.
- Direct experience with online ordering, payment integrations, POS systems, or marketing automation preferred.
- Proficient with diagnostic and troubleshooting tools (e.g., Postman, Sumo Logic, system logs, remote session tools) to read error messages and investigate complex technical issues.
- Working knowledge of customer support ticketing systems (e.g., Zendesk, JIRA) and proficiency in utilizing advanced features, including workflows and automations.
- Experience contributing to internal knowledge bases and documentation.
- Strong written and verbal communication, including the ability to translate technical concepts for non-technical audiences and collaborate effectively across different teams.
- Genuine investment in customer outcomes, with the patience and judgment to work through complex issues alongside brand operators.
Other Requirements
- Ability to work traditional and non-traditional shifts or be on-call, as business needs arise. Our Support team is available to our customers 7 days a week, including evenings, weekends, and holidays. Shifts may also be subject to change over time.
- Comfort using AI tools to work more efficiently.
About Olo
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 800 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.
Locations
Remote Senior Customer Support Specialist in Kent, Romney Marsh employer: Olo
Olo is an exceptional employer, offering a dynamic work culture that prioritises flexibility and innovation, particularly for the Software Engineer II role in Belfast. With a strong focus on employee growth, Olo provides opportunities to work with cutting-edge technologies and a supportive team environment, ensuring that every engineer can thrive while contributing to meaningful projects that enhance the restaurant industry.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Senior Customer Support Specialist in Kent, Romney Marsh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Olo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Olo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Senior Customer Support Specialist in Kent, Romney Marsh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Olo:Your cover letter is your chance to shine! Tell us why you want to work at Olo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Olo!
How to prepare for a job interview at Olo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
