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Senior Customer Support Specialist

3 weeks, 3 days ago
United Kingdom
Full-time
Senior
Customer Support
Customer and Technical Support
JIRA Postman
Apply Now
Olo

Olo

Olo is a pioneering on-demand commerce platform for over 600 restaurant brands, offering seamless online ordering, delivery, and personalized guest experiences to maximize revenue and enhance digital operations.

Internet Software & Services
251-1K
Founded 2005
View All Jobs 11

Description

  • Diagnose and resolve increasingly technical customer issues through support tickets, phone calls, and written communication.
  • Meet support KPIs, including customer satisfaction, service-level agreements, and efficiency metrics.
  • Escalate issues to Support, Product, or Engineering teams for advanced troubleshooting and root-cause analysis.
  • Manage customer communication, ticket progress, and resolution through closure.
  • Identify recurring issue patterns and advocate for improvements to products, CX Operations, and Support processes.
  • Participate in retrospective issue reviews and root-cause analyses.
  • Maintain accurate ticket records and complete administrative tasks supporting high-quality operations.
  • Collaborate on escalated queues and share knowledge through team guidance and documentation.
  • Mentor newer team members and serve as a senior reference for complex tickets across shifts.

Requirements

  • At least 2 years of experience managing complex customer problems end-to-end and learning new systems quickly.
  • Background in technical support, customer success, implementation, IT, QA, restaurant operations, or a related troubleshooting role.
  • Experience with online ordering, payment integrations, POS systems, or marketing automation preferred.
  • Proficiency with diagnostic tools such as Postman, Sumo Logic, system logs, and remote session tools.
  • Working knowledge of ticketing systems such as Zendesk or JIRA, including workflows and automations.
  • Experience contributing to internal knowledge bases and documentation.
  • Strong written and verbal communication skills, including explaining technical concepts to non-technical audiences.
  • Customer-focused judgment and patience when resolving complex issues with brand operators.
  • Availability for traditional and non-traditional shifts, including evenings, weekends, holidays, and on-call coverage as needed.
  • Comfort using AI tools to improve work efficiency.

Benefits

  • Fully remote work from anywhere in the UK.
  • Opportunity to support a platform serving more than 800 restaurant brands.
  • Seven-day customer support operation with varied shift arrangements.

Interested in this position?

Apply directly on the company website

Apply Now

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