Join the Service Quality team as a Service Quality Specialist, playing a key role in elevating Spotify’s quality of service by empowering BPO advisors and management teams with insights and skills. You will advocate for users, address root causes, and improve frameworks using agile methodologies. By collaborating, you’ll deliver insights that improve products, processes, and the customer experience.

You'll play a pivotal role in Olo’s Customer Support and Operations team overseeing all Tier 1 support operations, implementing best practices to improve workflows, streamline processes, and enhance the overall customer experience. You will be responsible for team performance, operational excellence, and customer satisfaction metrics, ensuring our frontline support team is empowered to provide exceptional service.

As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team. Your responsibilities include team leadership, customer experience strategy, and operational excellence.

You’ll focus on reviewing customer interactions across email, phone, and messaging to assess solution effectiveness, technical accuracy, tone and empathy, and adherence to policies and procedures and will play an active role in developing and refining quality control processes. You'll use data and quality insights to spot trends, recommend improvements, and help strengthen our support team’s effectiveness.