Associate Director, Customer Support
About the position
Responsibilities
• 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.
Requirements
• 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.
Benefits
• 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
Apply Now
Apply Now
Responsibilities
• 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.
Requirements
• 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.
Benefits
• 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
Apply Now
Apply Now