Olo

USA

Posted on: 02 March 2024

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Senior Customer Support Team Lead, Payments

We are seeking a customer support enthusiast who is passionate about providing high-quality customer support and interested in gaining a deep understanding of the hospitality industry to join Olo as a Senior Customer Support Team Lead on our Tier 2 Payments Support Team.

Reporting to the Director of Customer Support, the Senior Team Lead will play a crucial role in providing support for our customers and their franchisees, with a special focus on Olo’s merchant processing integrations (Payments), as well as our own Olo Pay product. In addition to overseeing daily operations, you will lead the expansion of our Olo Pay support offering and stand up a new portion of the team focusing on payments hardware and 24/7 support.

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You’ll Do

Oversee and support the support teams responsible for Olo’s third-party Payments integrations and Olo Pay, maintaining CSAT, SLA, QA, and other goals for the team.

Coach and mentor team members, as well as provide opportunities for your direct reports to work towards personal goals.

Work with support leadership to expand Olo Pay support services to include payment hardware logistics, 24/7 phone support, and other strategic offerings.

Identify and implement internal training opportunities to enhance continued learning among Olo Customer Support team members.

Represent Customer Support when working with cross-functional teams on new product or process initiatives related to Payments.

Address escalations from internal team members, corporate customers, or individual owners/operators.

Assist Olo customers with their support requests related to Payments and Olo Pay.

What We’ll Expect From You

3-5 years experience leading or managing a support team, preferably in the Merchant Services industry.

Strong understanding of the merchant services industry, payments processing, and payment terminal needs.

Passion for helping customers and fellow teammates, along with an ability to respond empathetically in any situation.

Ability to work independently when needed, as well as collaborate across multiple teams.

Embody teamwork, open communication, excellence in service, integrity, and accountability.

Top-notch communication, writing, and presentation skills, and the ability to educate internal teams and customers on best practices.

Able to work in a fast-paced environment.

Legally able to work in the United States.

Nice to Have

Experience working for a software, SaaS, or technology company.

Technical aptitude or experience with software, API integrations, and/or networking.

Experience using ticketing systems such as JIRA and Zendesk to process and resolve support requests.

Experience using CRM tools such as Salesforce.com.

About Olo

Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 600 restaurant brands to jointly reach 85 million connected guests across approximately 78,000 locations. More than two million orders per day run on Olo's platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.

We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, located in Tribeca.

We offer great benefits, such as 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, and more!

Our best estimate of the compensation range for this opportunity is $70,797 - $101,501 annually depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

We encourage you to apply!

We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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.

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