Olo is looking for a customer success and project management enthusiast to join the Customer Success Team as a Technical Specialist. This Technical Specialist will focus on assisting our customers with implementing Olo’s newest product, Olo Pay. In addition, this Specialist will work closely with our product and design teams as we build out features for our customers seeking to successfully launch Olo Pay.

The Technical Specialist plays a crucial role within Olo’s Customer Success Team by working directly with our customers to provide expert-level service while supporting our internal teams. Reporting to the Order Transmission Technical Specialist Associate Director, a successful Specialist will work with our internal team members to build out scalable, effective processes that result in a world-class implementation for our customers.

You can work from our HQ in New York, NY, or remotely from anywhere in the U.S. In fact, more than 65% of our team is remote.

What You’ll Do

    • Be a knowledge center expert for specific areas of Olo’s platform and provide ongoing support and engagement to our customers as they adopt, use and manage these platforms
    • Guide new Olo customers in the creation and onboarding of their Olo Pay merchant accounts
    • Work with the Olo Customer Support team to refine the onboarding of payment accounts for new store openings
    • Work with our partners on collective projects to improve the customer experience
    • Identify low-performing customer locations that may experience errors and work with the customer to resolve, improving order success across all platforms
    • Understand Olo’s developing product offerings as they relate to our customers’ dynamic business and technology needs
    • Work with the product team to advocate for new product feature requests and ensure customer feedback is incorporated into roadmap development decisions
    • Understand each customer’s organizational dynamics and engage with decision makers to discover core plans; help customers by applying Olo’s suite of products
    • Liaise between customer, internal departments, and partners to provide clear and accurate program guidance for customers
    • Report bugs to Olo’s engineering teams and work with those teams to urgently resolve customer issues
    • Provide feedback and determine internal processes and best practices to improve the customer experience through continued iteration of our documentation

What We’ll Expect From You

    • 1+ years experience managing midsize enterprise clients or relevant project management work
    • Avid interest in the restaurant technology or payments industry
    • Passion for creating an excellent customer experience and an interest in advocating for clients
    • Excellent project management experience working with other departments and external partners
    • Outstanding ability to thoughtfully explain problems and resolutions
    • A Bachelor’s degree or equivalent work experience
    • Legally able to work in the United States

Nice to Have

    • Experience using CRM tools such as Salesforce.com or Pipedrive
    • Experience using tools such as Zendesk and Jira
    • Excel knowledge to easily manage vast amounts of data
    • Experience of the e-commerce sector

About Olo

Olo is a leading on-demand commerce platform powering the restaurant industry’s digital transformation. Millions of orders per day run on Olo’s enterprise SaaS engine, enabling brands to maximize the convergence of digital and brick-and-mortar operations. The Olo platform provides the infrastructure to capture demand and manage consumer orders from every channel. With integrations to over 100 technology partners, Olo customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. Over 500 restaurant brands use Olo to grow digital sales, maximize profitability, and preserve direct consumer relationships. Learn more at olo.com.

Olo’s headquarters is located on the 82nd floor of One World Trade Center. In addition to our NYC cohort, over 75% of our team works remotely across the U.S. We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, a 401k match, company equity, a generous parental leave plan, and perks like team events. Check out our culture map: https://www.olo.com/images/culture.jpg.

We encourage you to apply!

We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are underrepresented across the tech sector and we are committed to doing our part to move the needle.

Olo is an equal opportunity employer and diversity is valued at our company. 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.

If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!