Customer Support

• 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

Olo

Senior Customer Support Specialist