Associate Director, Customer Support

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.

As an Associate Director, Customer Support, reporting directly to the VP, Customer Support and Operations, you'll play a pivotal role in Olo’s Customer Support and Operations team. This role will oversee all Tier 1 support operations, including in-house support specialists and our external vendor partner, while implementing best practices to improve workflows, streamline processes, and enhance the overall customer experience.

As a key leader within the Customer Support organization, you will play a crucial role in shaping Olo’s scalable Tier 1, Tier 2, and Tier 3 support structure. You will be responsible for team performance, operational excellence, and customer satisfaction metrics, ensuring our frontline support team is empowered to provide exceptional service.

• Lead, develop, and scale the Tier 1 support team, managing both internal employees and an external vendor partner to ensure consistent, high-quality customer support.
• Own Tier 1 vendor performance management, facilitating training, alignment, and process improvements to maximize efficiency and ensure a seamless experience between in-house and outsourced teams.
• Oversee day-to-day Tier 1 operations, including queue management, response and resolution times, and ensuring adherence to Olo’s support policies and processes.
• Manage Tier 1 workforce planning and staffing strategy, ensuring appropriate coverage, scheduling, and resource allocation to meet service level objectives (SLOs).
• Drive quality assurance (QA) initiatives, ensuring high standards of ticket handling, accuracy, and customer satisfaction.
• Implement and optimize self-service solutions, automation, and process improvements to enhance efficiency and reduce ticket volume.
• Collaborate cross-functionally with internal teams, including Tier 2/3 Support, Product, Engineering, Onboarding, Implementation, and CSMs, to improve the Customer experience. 
• Analyze support metrics and trends, using data to inform strategy, improve performance, and proactively address potential issues.
• Develop training programs and knowledge-sharing initiatives to continually upskill Tier 1 team members and vendor resources.
• Manage escalations and critical issues, ensuring timely resolution and effective communication with stakeholders.
• Advocate for customer needs and support readiness in partnership with Product, Engineering, and CX leadership to ensure smooth rollouts of new features and products.

• 6+ years of experience in customer support leadership, preferably within a high-growth SaaS or technology-driven environment.
• Proven experience managing large frontline support teams, including external vendor partnerships.
• Strong operational expertise, with a track record of improving efficiency, implementing automation, and driving performance improvements.
• Experience managing support ticketing systems (Zendesk preferred) and using data to drive decisions.
• Excellent leadership, coaching, and people development skills with a passion for building high-performing teams.
• Strategic thinker with a hands-on, problem-solving approach, comfortable navigating change in a fast-paced environment.
• Ability to manage escalations and customer-impacting issues with professionalism and urgency.
• Strong communication and collaboration skills, with the ability to influence cross-functional teams and advocate for customer needs.
• Experience with workforce planning, QA programs, and process standardization to drive operational excellence.
• Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise.
• Ability to travel occasionally, as needed.

• Technology Savvy: Proficient in leveraging technology to optimize work processes, enhance productivity, and identify new business opportunities, while actively staying informed about emerging technologies and sharing insights to anticipate their impact on current processes and services.
• Collaborates & Builds Partnership: Effectively communicates and collaborates across functions to offer support, resources, and solutions, facilitating discussions and decision-making to achieve shared goals. Demonstrates adaptability and a willingness to work across boundaries to address diverse business, customer, and partner needs, driving positive outcomes through collaboration and consensus-building.
• Change Management: Drives organizational change by fostering an environment for identifying and implementing process improvements, advocating for and supporting others in adopting necessary changes to meet strategic goals. Articulates the rationale for change, facilitates decision-making, and provides resources, promoting accountability and alignment towards successful implementation.
• Inclusive Leadership: Installs processes that avoid conscious and unconscious biases. Advocates the value of diversity as a competitive advantage. Gives voice to those who may feel marginalized due to their identity. In tune with the needs, perspectives and talents of employees with diverse backgrounds. Promotes consideration for cultural concerns and expectations.
• Engaging & Developing Organizational Talent: Manages individual performance through goal-setting, coaching, and support for talent development. Cultivates an inclusive environment that fosters employee passion and commitment.
• Strategic Priority Management: Analyzes information to identify problems and opportunities, then develops strategies to align with the organization's vision. Manages multiple objectives and projects, prioritizing effectively and adapting to changing demands.

About Olo

Olo (NYSE: OLO) is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 750 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. 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, on the 82nd floor of One World Trade Center.

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 $91,000 - $124,450 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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