Senior Remote Support Specialist (UK) — Technical Troubleshooter

Olo; United Kingdom; Remote; GBP 32,000 - 42,000; Full time

Job summary

Olo, a leading SaaS platform for restaurant digital ordering, is seeking a Sr. Customer Support Specialist. This remote UK role focuses on resolving complex tickets, mentoring teammates, and collaborating with Product and Engineering to improve support processes.

You will diagnose technical issues, respond to inquiries via phone and ticketing, and help maintain high CSAT and SLA performance while working across shifts to support customers seven days a week.

Qualifications

• Minimum 2+ years of experience owning complex customer problems end-to-end and learning new systems quickly.
• Proficient with diagnostic and troubleshooting tools.
• Experience with Zendesk and JIRA.
• Proficient in workflows and automations.
• Experience contributing to internal knowledge bases and documentation.
• Strong written and verbal communication, including translating technical concepts for non-technical audiences and collaboration across teams.

Responsibilities

• Diagnose increasingly technical issues and resolve them efficiently.
• Respond to customer inquiries and escalations via phone and ticketing while meeting KPIs (CSAT, SLAs).
• Escalate tickets to Product or Engineering for root cause analysis and manage communications.
• Identify recurring patterns and advocate for CX Operations improvements.
• Participate in retroactive issue reviews and root cause analyses; manage ticket hygiene and admin tasks.
• Collaborate across the Support team to resolve tickets in escalated queues.
• Share knowledge to improve support capabilities and documentation across tiers.
• Provide informal mentoring to newer team members on best practices and product knowledge.
• Operate independently across shifts and serve as a senior reference for complex tickets.

Skills

Customer support

Troubleshooting

Communication

Mentoring

Tools

Postman

Sumo Logic

Zendesk

JIRA

Job description

Olo, a leading SaaS platform for restaurant digital ordering, is seeking a Sr. Customer Support Specialist. This remote UK role focuses on resolving complex tickets, mentoring teammates, and collaborating with Product and Engineering to improve support processes.

You will diagnose technical issues, respond to inquiries via phone and ticketing, and help maintain high CSAT and SLA performance while working across shifts to support customers seven days a week.