Associate Director, Customer Support - Remote

Overview

As an Associate Director, Customer Support at Olo, you will oversee Tier 1 support operations, manage in-house specialists and external vendors, and implement best practices to improve workflows and enhance customer experiences.

In Short

• Lead and develop the Tier 1 support team.
• Manage Tier 1 vendor performance and training.
• Oversee day-to-day Tier 1 operations and adherence to support policies.
• Drive quality assurance initiatives for high standards.
• Implement self-service solutions to enhance efficiency.
• Collaborate with cross-functional teams to improve customer experience.
• Analyze support metrics to inform strategy and improve performance.
• Develop training programs for team members.
• Manage escalations and critical issues effectively.
• Advocate for customer needs in product rollouts.

Requirements

• 6+ years of customer support leadership experience.
• Experience managing large support teams and vendor partnerships.
• Strong operational expertise in improving efficiency.
• Experience with support ticketing systems (Zendesk preferred).
• Excellent leadership and coaching skills.
• Strategic thinker with a problem-solving approach.
• Ability to manage escalations professionally.
• Strong communication and collaboration skills.
• Experience with workforce planning and QA programs.
• Ability to work non-traditional shifts as needed.

Benefits

• Opportunity to lead a dynamic team in a growing SaaS company.
• Engagement in process improvement initiatives.
• Collaboration with cross-functional teams.
• Focus on customer advocacy and service excellence.
• Support for professional development and training.