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Account Specialist, Payments

Olo is seeking a top performer to join the Customer Success Team as an Account Specialist. This Account Specialist has a focus on assisting our customers with their ecommerce payments and collaborating with our merchant account, gift card, and fraud prevention partners.

The Account Specialist plays a crucial role within Olo’s Customer Success Team by working directly with our customers to provide expert-level support. A successful Account Specialist will work with our customers to understand their unique goals and business processes, providing in-depth knowledge to help our clients, and Olo, evolve.

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

Responsibilities

  • Act as a knowledge center expert for specific areas of Olo’s platform and provide ongoing support and engagement to our customers as they adopt, use and manage these platforms.
  • Guide new Olo customers in the creation and onboarding of the ecommerce merchant accounts and gift cards needed to process credit card and gift card payments online.
  • Advise customers on fraud prevention best practices including our proprietary service, Shield, as well as enacting industry standard recommendations.
  • Work with the Olo Customer Advocate team to streamline the onboarding of payment accounts for new store openings.
  • Collaborate with our payment partners on collective initiatives to improve the customer experience.
  • Identify low-performing customer locations that may be experiencing errors and work with the customer to resolve, improving order success across all platforms.
  • Use analytical skills to understand Olo's developing product offerings as they relate to our customers’ dynamic business and technology needs.
  • Work closely with the product team to advocate for new product feature requests and ensure customer feedback is incorporated into roadmap development decisions.
  • Understand each customer’s organizational dynamics and engage with decision makers to discover core initiatives; help customers achieve goals by leveraging Olo’s suite of products and services.
  • Liaise between customer, internal departments, and partners to provide clear and accurate program guidance for customers.
  • Report bugs to Olo’s engineering teams and work with those teams to urgently resolve customer issues.
  • Execute customer-facing webinars to provide training and communicate product enhancements on a regular basis.
  • Provide feedback and define internal processes and best practices to improve the customer experience through continued iteration of internal and external documentation.

Requirements

  • 1-3 years experience managing midsize enterprise clients or relevant project management work.
  • Avid interest in the restaurant technology industry.
  • Passion for creating an excellent customer experience and a strong interest in advocating for clients.
  • Excellent project management skills and experience leveraging internal resources and external stakeholders to execute against deadlines.
  • Outstanding ability to clearly and tactfully articulate problems and resolutions.
  • Ability to work independently as well as collaborate across multiple teams.
  • Top-notch communication, writing, and presentation skills, and the ability to educate customers on operational best practices to increase program performance.
  • A Bachelor’s degree or equivalent work experience.
  • Legally able to work in the United States.

Beneficial

  • Experience using CRM tools such as Salesforce.com or Pipedrive.
  • Experience using ticketing systems like Zendesk to direct and control the processing and resolution of tickets.
  • Understanding and/or experience of the ecommerce sector.

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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