Senior Customer Support Specialist at Olo

At Olo, we are on a mission to reshape the restaurant industry through digital transformation. Our SaaS platform empowers restaurant brands to streamline their operations, manage payments, and create personalized guest experiences that make every diner feel like a regular. With over 800 brands relying on our technology to process millions of orders daily, we are looking for someone who shares our passion for innovation and customer success to join our growing team.

The opportunity

We are seeking a Senior Customer Support Specialist to join our team in the United Kingdom. This is a fully remote role where you will serve as a key technical resource, helping us maintain high standards of service for our partners. You will report directly to the Manager of Support and take ownership of complex technical escalations, ensuring our support metrics remain strong while acting as a mentor to your peers. Your work will directly influence our product improvements and internal operations, making you a vital bridge between our customers and our engineering teams.

A day in the life

• You will independently diagnose and resolve complex technical issues by utilizing tools such as Postman, Sumo Logic, and system logs to perform deep-dive investigations.
• You will manage high-priority support tickets, ensuring that you meet our Customer Satisfaction and Service Level Agreement targets through clear, professional communication.
• You will act as a senior point of contact for the team, providing guidance to newer members, documenting solutions, and advocating for operational improvements based on recurring patterns you identify in the queue.

Who you are

You are a problem solver with at least 2 years of experience in technical support, customer success, or a similar field where you have managed complex issues from start to finish. You have a knack for learning new systems quickly and feel comfortable navigating technical environments. Your background includes the following skills and qualifications:

• Proficiency with ticketing systems like Zendesk and Jira.
• Strong analytical skills and the ability to translate technical concepts into clear language for non-technical stakeholders.
• Experience working with diagnostic tools and a willingness to embrace AI tools to improve your daily efficiency.
• Excellent verbal and written communication skills in English.
• Flexibility to work varied shifts, including evenings, weekends, and holidays, as our support team operates 7 days a week.

Why you'll love it here

We are committed to providing a flexible work environment that supports your professional growth and personal well-being. As a member of our team, you will enjoy the following benefit:

• Remote work flexibility, allowing you to work from anywhere within the United Kingdom.