Associate Director, Customer Support

Olo-posted 9 months ago
$91,000 - $124,450/Yr
Full-time • Senior
Remote • New York, NY
Professional, Scientific, and Technical Services
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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.
  • 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
  • 401k match
  • Remote-office stipend
  • Company equity
  • Generous parental leave plan
  • Volunteer time off
  • Gift matching policy
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