Senior Customer Support Specialist

Job not on LinkedIn

🔥 5 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Olo

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

🍽️ Food & Beverage

🏨 Hospitality

💼 Consulting

💰 $103.3M Post-IPO Equity on 2021-11

Food & Beverage • Hospitality • Consulting

Olo is a restaurant technology platform that helps restaurants streamline their operations, enhance guest experiences, and increase sales. It provides comprehensive solutions for online ordering, delivery, catering, payment processing, and guest engagement through its fully integrated systems. Olo enables restaurants to leverage guest data to improve marketing strategies and optimize service through features like the Guest Data Platform and personalized marketing solutions. By using Olo, restaurants can manage digital orders, reduce fraud, and benefit from insights that drive growth and profitability. With a focus on online sales and customer relationship management, Olo partners with over 700 restaurant brands to enhance their digital capabilities and facilitate profitable growth.

📋 Description

• Independently diagnose increasingly technical issues using analytical thinking and specialized training • Respond to customer inquiries and escalations by phone and written ticket interactions while meeting KPIs including CSAT, SLAs, and efficiency metrics • Escalate tickets to Support, Product, or Engineering resources for troubleshooting and root cause analysis • Manage customer communication and ticket closure • Recognize recurring customer issue patterns and advocate for improvements to CX Operations and Support Leadership • Participate in retrospective issue reviews and root cause analyses • Manage ticket hygiene and administrative tasks to maintain support quality and performance • Collaborate across the Support team to resolve escalated tickets • Share knowledge and improve support capabilities and documentation across all tiers • Provide informal mentoring and guidance to newer team members • Operate independently across shifts as a senior point of reference for complex tickets • Report directly to a Manager of Support

🎯 Requirements

• Minimum 2+ years of experience owning complex customer problems end-to-end and learning new systems quickly • Relevant background in technical support, customer success, implementation, IT, QA, restaurant operations, or similar troubleshooting and customer communication roles • Direct experience with online ordering, payment integrations, POS systems, or marketing automation preferred • Proficiency with diagnostic and troubleshooting tools such as Postman, Sumo Logic, system logs, and remote session tools • Working knowledge of customer support ticketing systems such as Zendesk and JIRA, including advanced features, workflows, and automations • Experience contributing to internal knowledge bases and documentation • Strong written and verbal communication, including translating technical concepts for non-technical audiences • Ability to work traditional and non-traditional shifts or be on-call as business needs arise • Availability for evening, weekend, and holiday shifts • Comfort using AI tools to work more efficiently

🏖️ Benefits

• Fully remote work arrangement • Flexibility to work from anywhere within the UK