Senior Customer Support Specialist

Olo
United Kingdom
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Analytical thinking","Troubleshooting","Written communication","Verbal communication","Customer focus"]

Resolve increasingly complex customer issues end-to-end by diagnosing technical problems, responding to inquiries and escalations via phone and tickets, and meeting KPIs like CSAT and SLAs. Escalate to internal Support, Product, and Engineering when needed, maintain ticket hygiene, and drive improvements by spotting recurring patterns. Share troubleshooting knowledge, contribute to root-cause reviews, and serve as a senior reference for complex cases while supporting a fully remote UK team.

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FursaFursa
Olo
Olo
14 hours ago

Senior Customer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Resolve increasingly complex customer issues end-to-end by diagnosing technical problems, responding to inquiries and escalations via phone and tickets, and meeting KPIs like CSAT and SLAs. Escalate to internal Support, Product, and Engineering when needed, maintain ticket hygiene, and drive improvements by spotting recurring patterns. Share troubleshooting knowledge, contribute to root-cause reviews, and serve as a senior reference for complex cases while supporting a fully remote UK team.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Diagnose increasingly technical customer issues and resolve them efficiently and effectively.
  • •Respond to customer inquiries and escalations via phone and written ticket interactions while meeting CSAT, SLAs, and efficiency KPIs.
  • •Escalate tickets to technical resources across Support, Product, or Engineering and manage customer communication through closure.
  • •Maintain ticket hygiene and administrative tasks to support high-quality support operations.
  • •Recognize recurring issue patterns, participate in root-cause reviews, and share knowledge to continuously improve support documentation and capabilities.

Key Requirements

  • •2+ years owning complex customer problems end-to-end and learning new systems quickly, ideally from technical support, customer success, implementation, IT, QA, or restaurant operations.
  • •Experience troubleshooting using diagnostic tools (e.g., Postman, Sumo Logic, system logs, remote session tools).
  • •Working knowledge of customer support ticketing systems (e.g., Zendesk, JIRA) with the ability to use workflows and automations.
  • •Experience contributing to internal knowledge bases and documentation.
  • •Strong written and verbal communication, including translating technical concepts for non-technical audiences.
Experience:2+ years
Skills:Analytical thinkingTroubleshootingWritten communicationVerbal communicationCustomer focus
Tech Stack:PostmanSumo LogicZendeskJIRASystem logsRemote session toolsAI tools

Company Brief

Olo
Provides a digital ordering and restaurant commerce platform that enables restaurants and chains to take orders, manage delivery and pickup, and integrate with POS and third-party services to drive online sales and customer engagement.
Industry: FoodTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2005
WebsiteLinkedIn