Senior Customer Support Specialist
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Job Description
Senior Customer Support Specialist resolving complex customer issues for Olo’s restaurant technology SaaS platform. Supporting ticket operations, escalations, root-cause analysis, and team knowledge sharing.
Responsibilities:
- 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
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