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Customer Advocate

Olo is seeking a customer support enthusiast to join the Customer Advocate Team as a First Response Team Member. The First Response 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 Customer Advocate on the First Response Team will triage and address online customer support requests and phone calls that come into our support team while also working with the Customer Success Team to improve documentation and processes to decrease escalations. Olo’s Support platform is available 7 days a week 9:00am-12:00am EST. Shifts will run 9:00-6:00pm EST and 3:00pm-12:00am EST.

This is a full-time, non-exempt position with the ability to work remotely. Olo’s Headquarters is located in New York City, NY.

Responsibilities

  • Provide support to customers and their franchisees during all phases of the Olo lifecycle as they adopt, use and manage Olo’s various products.
  • Liaise between the customer and Customer Success team to provide clear and accurate troubleshooting solutions via our support management system, Zendesk, or telephone.
  • Provide support in partnership with the Customer Success team to diagnose, research, document and resolve escalated issues.
  • Coordinate with Customer Success team to help draft, edit, and maintain both internal and customer-facing documentation, including multimedia tutorials and webinars, with a goal to eliminate tickets and address customer questions without escalation.
  • Learn about Olo's developing product offerings, particularly as they relate to and could potentially solve recurring customer issues.
  • Provide feedback on internal processes and best practices in an effort to continually improve the customer experience and overall customer support flow.
  • Attend internal and customer-facing training to learn about product enhancements.
  • Support customer accounts to maintain favorable, long-term relationships.

Requirements

  • Up to one year experience providing customer support via phone or email.
  • Ability to work nights & weekends. Workdays will rotate, requiring all Customer Advocates to work 1-2 weekends a month. Customer Advocates hired for the day shift will be required to provide coverage for the night shift occasionally and Customer Advocates hired for the night shift will be required to provide coverage for the day shift occasionally.
  • Passion for solving customers’ problems; ability to solve problems by utilizing available tools/resources.
  • Avid interest in the restaurant industry.
  • Ability to work independently when needed, as well as collaborate across multiple teams.
  • Embodies teamwork, open communication, excellence in service, integrity, and accountability.
  • Knowledge of word processing tools and spreadsheets (MS Office, Google Drive, etc.), as well as strong internet navigation skills.
  • Able to work in fast-paced environment.
  • Able to work with detailed procedures and program guidelines.
  • Self-motivated quick Learner.
  • Great attention to detail.
  • Legally able to work in the United States.

Beneficial

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

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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