高级客户支持专员
Senior Customer Support Specialist
Olo 是一家领先的 SaaS 平台，通过帮助客户提供更加个性化和盈利的顾客体验，加速餐饮行业的数字化转型。因此，我们的数字点餐、支付和顾客互动解决方案使品牌能够以更少的资源实现更多目标，让每位顾客都感觉像常客一样被重视。
这个职位是完全远程的，您可以在英国境内的任何地方工作。
您的新职位
作为直接向支持经理汇报的高级客户支持专家，您将在 Olo 的客户支持团队中发挥关键作用。您的工作将直接影响我们的关键绩效指标（KPI），维护我们的客户和合作伙伴关系，并支持其他 Olo 员工与客户的合作。
您的主要职责是处理分配给您的支持工单，解决问题并回答相关问题。您将处理逐渐复杂的工单，并利用您在 Olo 产品和服务方面的专业技能来解决这些问题。有时，您可能需要指导新成员学习如何处理他们分配到的工单，也可能为我们的产品以及由支持领导和客户体验运营管理的支持流程提出改进建议。
您将如何产生影响
- 独立地运用分析思维和专业培训，诊断日益复杂的问题，高效且有效地解决它们。
- 通过电话和工单上的书面交流回应客户咨询和升级请求，同时满足关键绩效指标（KPI），包括客户满意度（CSAT）评分、服务等级协议（SLA）和其他效率指标。
- 将工单升级至更技术性的资源，无论是支持内部、产品还是工程部门，以确保超出您控制范围的故障排除和根本原因分析得到有效路由并高效解决。相应地管理客户沟通和关闭。
- 识别客户问题中的重复模式，并为 CX 运营和支持领导层提出改进建议。
- 参与由支持领导或运营主导的回顾性问题审查和根本原因分析。
- 独立管理工单的卫生状况和行政任务，以保持高质量的支持运营和绩效。
- 有时，与支持团队协作以解决升级队列中的工单。
- 分享从解决问题中获得的知识
查看英文原文
Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.
This role is fully remote, offering you flexibility to work from anywhere within the UK.
Your new role
As a Sr. Customer Support Specialist reporting directly to a Manager of Support, you'll play a pivotal role on Olo’s Customer Support team. Your work will directly impact our Key Performance Indicators (KPIs), uphold our customer and partner relationships, and support other Oloites in their work with customers.
Your primary focus is working within the support queue to resolve issues and answer questions on tickets that are assigned to you. You'll handle the increasingly complex tickets that are escalated to you, and leverage your specialized skillset on Olo’s products and services to resolve them. At times, you may mentor newer team members as they learn how to resolve tickets assigned to them, and may advocate for improvements to our products, and also to Customer Support operations that are managed by Support leadership and CX Operations.
How You’ll Make An Impact
- Independently diagnose increasingly technical issues using your analytical thinking skills and specialized training to efficiently and effectively resolve them.
- Respond to customer inquiries and escalations through phone calls and written interactions on tickets while meeting key performance indicators (KPIs) including Customer Satisfaction (CSAT) scores, Service Level Agreements (SLAs), and other efficiency metrics.
- Escalate tickets to increasingly technical resources, either within Support, Product, or Engineering to ensure troubleshooting and root cause analysis outside of your control is effectively routed and efficiently resolved. Manage customer communication and closure accordingly.
- Recognize recurring patterns in customer issues and advocate for improvements to CX Operations and Support Leadership.
- Participate in retroactive issue reviews and root cause analyses led by Support leadership or Operations.
- Independently manage ticket hygiene, and administrative tasks to maintain high quality support operations and performance.
- At times, collaborate across the Support team to resolve tickets in escalated queues.
- Share knowledge gained from resolving difficult problems with the team to continuously improve support capabilities and documentation across all tiers.
- May provide informal mentoring and guidance to newer team members, sharing best practices and product knowledge that helps them grow.
- Operate independently across shifts and serve as a senior point of reference for peers on complex tickets.
What Will Set You Up For Success
- Minimum 2+ years of experience owning complex customer problems end-to-end and learning new systems quickly. Relevant backgrounds include technical support, customer success, implementation, IT, QA, restaurant operations, or other roles requiring strong troubleshooting and customer communication. Direct experience with online ordering, payment integrations, POS systems, or marketing automation preferred.
- Proficient with diagnostic and troubleshooting tools (e.g., Postman, Sumo Logic, system logs, remote session tools) to read error messages and investigate complex technical issues.
- Working knowledge of customer support ticketing systems (e.g., Zendesk, JIRA) and proficiency in utilizing advanced features, including workflows and automations.
- Experience contributing to internal knowledge bases and documentation.
- Strong written and verbal communication, including the ability to translate technical concepts for non-technical audiences and collaborate effectively across different teams.
- Genuine investment in customer outcomes, with the patience and judgment to work through complex issues alongside brand operators.
Other Requirements
- Ability to work traditional and non-traditional shifts or be on-call, as business needs arise. Our Support team is available to our customers 7 days a week.
- Including evening, weekends, and holidays
- Shifts may also be subject to change over time
- Comfort using AI tools to work more efficiently.
About Olo
Olo is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 800 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. Learn more at olo.com.
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Originally posted on Himalayas