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Technical Support Coordinator

Olo is seeking a customer support enthusiast to join the Customer Success Team as Technical Support Coordinator in our lower Manhattan office in New York City. The Technical Support Coordinator plays a crucial role within Olo’s Customer Success Team by providing a “Tier 2” level of support for our customers and their franchisees. A successful Technical Support Coordinator will address tickets and issues escalated by our Support Team while also working with Specialist Team to improve documentation and processes to decrease those escalations.


This is a full-time position; preferred location in Olo offices in downtown New York City, but we will consider remote candidates.This position will work standard business hours Monday - Friday, with occasional extended hours as needed.



  • Provide ongoing support to our customers and their franchisees as they adopt, use and manage Olo products by responding to customer tickets escalated by the Support Team via Zendesk or telephone.
  • Respond to escalated customer tickets regarding technical inquiries related to POS integration.
  • Provide technical support, working closely with the Technical Account Management team to diagnose, research, document and resolve technology related problems.
  • Coordinate between Specialist Team and Support Team to help draft, edit and maintain both internal and customer-facing documentation, with a goal to eliminate tickets and address customer questions without escalation.
  • Engage with Customer Success Specialist teams to learn about Olo's developing product offerings, particularly as they relate to and might solve recurring customer issues.
  • Help customers troubleshoot issues by using Olo’s suite of products and services.
  • Provide customer feedback received via customer support tickets and work closely with the Specialist Team to draft new product feature requests.
  • Liaise between customer, Olo Support Team and Olo Specialist Teams to provide clear and accurate troubleshooting solutions.
  • Work with the Specialist Team to report bugs to Olo’s Engineering teams and work with the Specialist and Engineering Teams to resolve customer issues as soon as possible.
  • Provide feedback on internal processes and best practices to continually improve the customer experience and overall customer support flow.
  • Attend internal and customer-facing training to learn about product enhancements.
  • Support customer accounts to maintain favorable, long-term relationships.



  • Up to 2 years experience providing customer support via phone and/or email; minimum 1 year experience in POS implementation and/or support roles.
  • Passion for creating an excellent customer experience; avid interest in the restaurant technology industry
  • Able to work independently when needed, as well as collaborate across multiple teams
  • Displays teamwork, open communication, excellence in service, integrity, accountability
  • Knowledge of word processing tools and spreadsheets (MS Office, Google Drive, etc.), as well as strong internet navigation skills.
  • Excellent reading and typing skills.
  • Able to solve problems by utilizing available tools/resources.
  • Able to work in fast-paced environment.
  • Able to work with detailed procedures and program guidelines.
  • Self-motivated.
  • Quick Learner.
  • Great attention to detail.
  • Legally able to work in the United States



  • Experience using ticketing systems such as Zendesk to process and resolve tickets.
  • Experience using CRM tools such as or Pipedrive.


About Olo

Olo is the on-demand interface for the restaurant industry, powering digital ordering and delivery for over 200 restaurant brands. Olo’s enterprise-grade software powers every stage of the digital restaurant transaction, from fully-branded user interfaces to the back-of-house order management features that keep the kitchen running smoothly. Orders from Olo are injected seamlessly into existing restaurant systems to help brands capture demand from on-demand channels such as branded website and apps, third-party marketplaces, social media channels, and personal assistant devices like the Amazon Echo. Olo is a pioneer in the industry, beginning with text message ordering on mobile feature phones in 2005. Today, millions of consumers use Olo to order ahead (SKIP THE LINE®) or get meals delivered from the restaurants they love. Customers include Applebee’s, Chili’s, Chipotle, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Red Robin, Shake Shack, sweetgreen, Wingstop, and more.


Olo is located at 26 Broadway in the historic Standard Oil Building, the former home of John D. Rockefeller.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map:


Olo is an equal opportunity employer and diversity is valued at our company. 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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