Menu Support Specialist

Summary

Join Olo's Customer Experience team as a Menu Support Specialist! In this crucial role, you'll provide first and second-level support to customers and franchisees, addressing online support requests and collaborating with other teams to resolve issues promptly. You'll also handle escalated Tier 2 menu issues, create training materials for the Tier 1 team, and work with the Menu Technical Specialist team to ensure efficient issue resolution. This remote-friendly position offers the flexibility to work from anywhere in the U.S. or at Olo's NYC headquarters. You'll be a knowledge expert on Olo's platform, providing support and creative solutions to customers. The ideal candidate possesses customer support experience, a passion for problem-solving, and experience with ticketing systems.

Requirements

• At least 1 year experience providing customer support by phone or email
• Passion for solving customers' problems by using available tools and resources and collaborating across multiple teams
• Experience working with detailed procedures and program guidelines, and clearly explaining problems and resolutions to customers
• Experience providing feedback on internal processes and best practices to improve the customer experience
• Experience using ticketing systems like Zendesk to direct and control the processing and resolution of customer support issues
• Avid interest in the restaurant technology industry
• Legally able to work in the United States

Responsibilities

• Be a knowledge expert for specific areas of Olo's platform and how they relate to menu management
• Provide ongoing support to customers as they adopt and use Olo menu tools and manage their online menu
• Outline and communicate creative solutions to problems presented both internally and by customers
• Provide training for our Tier 1 Support Team in the basics of Olo menu operations
• Work with our Menu Technical Specialist team to ensure customer feedback is communicated to our product development team, and report bugs and escalate issues to resolve customer issues as soon as possible
• Build and revise both internal and customer-facing documentation to provide up-to-date training and product information

Preferred Qualifications

• Experience creating or managing an eCommerce restaurant menu or online product offering for eCommerce
• Experience working for a software, SaaS, or technology company
• Experience using CRM tools such as Salesforce.com
• Experience using tools such as Jira

Benefits

• 20 days of paid time off
• 10 separate sick days
• 11 holidays, plus year-end closure
• Health, dental, and vision coverage for yourself and your family
• A 401k match
• Remote-office stipend
• Company equity
• A generous parental leave plan
• Volunteer time off
• Gift matching policy
• Remote work