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 tot his job Apply To this Job