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Customer Support Director

The Customer Support Director will lead the Olo Customer Support and Help teams and take ownership in delivering a world class, multi channel, support experience for our customer brands, operators, and development partners. The Customer Support Director will  identify and develop continuous improvements to our support processes, performance and culture.

This is a full-time position in downtown New York City.

Responsibilities:

  • Leading a scalable support program that provides prompt, attentive support.
  • Establish clear accountable performance measures for the internal and external support teams and our customers.
  • Develop processes which achieve the business goals and objectives.
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
  • Take ownership of customers escalations and follow problems through to resolution.
  • Develop procedures and policies for the ongoing improvement of customer correspondence and issue resolution.  
  • Monitor and achieve established NPS (Net Promoter Score) & CSAT (Customer Satisfaction) goals.
  • Manage the third party Tier-1 Support vendor ensuring KPIs, SLAs and budget spend are consistently met. This includes ongoing agent training, resource forecasting, regular QA reviews, etc.  10-15% travel is required.
  • Identify new tools and technologies to better serve the customer.
  • Provide insight and highlight pain points to identify improvements to both internal processes and the Olo product.  
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
  • Define and support the budget planning process for the effective utilization of resources in conjunction with the business objectives and SLAs.
  • Work effectively with all peers and stakeholders to negotiate and influence customer improvements.
  • Continually develop improvements and embed successful change projects.
  • Partner with the Customer Success Team to optimise existing customer satisfaction through business planning and collaboration, and support the delivery of revenue expansion and renewal.

Required Experience:

  • 5-10 years experience of managing a high performance customer support teams in a fast growing B2B software company.
  • Proven management and/or relationship management experience at a senior, level role. Established track record of exceeding targets, KPI’s SLA’s, CSAT, etc.
  • Proficient in Zendesk & Jira and working knowledge of modern support tools and methodologies.
  • Strong client-facing and communication skills.
  • Demonstrate ability to motivate and communicate with others at all levels.
  • Able to adapt and succeed in a changing environment.

 

About Olo

Olo is the on-demand interface for the restaurant industry, powering digital ordering and delivery for over 200 restaurant brands. Olo’s enterprise-grade software powers every stage of the digital restaurant transaction, from fully-branded user interfaces to the back-of-house order management features that keep the kitchen running smoothly. Orders from Olo are injected seamlessly into existing restaurant systems to help brands capture demand from on-demand channels such as branded website and apps, third-party marketplaces, social media channels, and personal assistant devices like the Amazon Echo. Olo is a pioneer in the industry, beginning with text message ordering on mobile feature phones in 2005. Today, millions of consumers use Olo to order ahead (SKIP THE LINE®) or get meals delivered from the restaurants they love. Customers include Applebee’s, Chili’s, Chipotle, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Red Robin, Shake Shack, sweetgreen, Wingstop, and more.

Olo is located at 26 Broadway in the historic Standard Oil Building, the former home of John D. Rockefeller.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map: https://www.olo.com/images/culture.jpg.

We encourage you to apply!

At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed in doing our part to move the needle.

Olo is an equal opportunity employer and diversity is highly valued at our company. 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 like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!

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