Dispatch Support Coordinator

Olo reaches millions of consumers by powering mobile and online ordering for many of the country’s largest restaurant chains. Mobile ordering and payments is an exciting and active industry full of interesting players and yet still a relatively untapped market ripe for disruption.

Olo is seeking ambitious and dedicated Dispatch Support Coordinator to join the Olo Client Services Team in New York City. If you have superb social skills, a detail-oriented personality, and strong computer skills you may be qualified. Ideal candidates are excited to work in a fast-paced, ever-changing and team-oriented environment. This is a part-time paid position (approximately 16-20 hours per week) in New York City.

The Dispatch Support Coordinator works to ensure franchisee and corporate brand satisfaction with the Dispatch product. This includes directing and controlling the processing and resolution of Zendesk tickets, fielding franchisee and customer inquiries, and resolving franchisee and customer complaints. This requires working with the Dispatch team and Delivery Service Provider (DSPs) to ensure all tickets and on-boarding projects are completed on time and on budget. The Coordinator is also responsible for streamlining franchisee on boarding, supporting product training to customers, and refreshing customer support protocol. The Dispatch Support Coordinator is responsible for maintaining support tracking documents in Google Drive and resolving errors to ensure integrity of data. * Answer support calls and emails from customers and facilitate dispute resolution between customers and vendors * Consolidate market feedback for product and process improvement recommendations * Complete general administrative tasks * Escalate issues and concerns when necessary to relevant personnel * Help to develop new and improve existing Dispatch Client Services processes

* Excellent oral and written communication skills * Strong customer service skills * Ability to multi-task, while maintaining robust organizational and problem solving skills * Zendesk experience * Web and computer skills (MS Office Suite, Cloud-based software, etc.) * Ability and willingness to work outside of the normal “9-5” hours, including weekend shifts