Senior Collections Specialist

Olo is seeking a customer support enthusiast to join the Accounting team as a Senior Collections Specialist. A Senior Collections Specialist will assist our partners with resolving their unpaid invoices, identify and keep records of overdue invoices, as well as work with the Customer Experience team and the Accounting team to collect payment from individuals and groups responsible for delinquent debt with Olo. 

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

• Provide support to customers and their franchisees during times of monthly invoicing.
• Provide support in partnership with Finance to diagnose, research, document, and resolve escalated billing issues.
• Coordinate to help draft, edit, and maintain both internal and customer-facing documentation on the collections process.
• Identify accounts with overdue payments and keep record of the amount owed and the length of delinquency. 
• Locate and contact customers with outstanding invoices.
• Process customer invoices for payment, account product adjustments, and customer refunds when appropriate
• Report monthly on the total collected in the period to the VP of Customer Support
• Research billing discrepancies and escalate issues as necessary
• Provide feedback on internal processes and best practices in an effort to continually improve the collections customer experience and overall collections support flow.
• Guiding our customers on the importance of on-time payments and directing them on how they can manage their billing information on the Olo platform. 
• Attend internal and customer-facing training to learn about product enhancements.
• Support customer accounts to maintain favorable, long-term relationships
• Support contractors to achieve collection goals

What We'll Expect From You

• At least four years of collections or AR management experience
• Up to one year experience providing customer support 
• Passion for solving customers’ problems; ability to solve problems by utilizing available tools/resources.
• Avid interest in the restaurant industry.
• Ability to work independently when needed, as well as collaborate across multiple teams.
• Embodies teamwork, open communication, excellence in service, integrity, and accountability.
• Knowledge of word processing tools (MS Office, Google Drive, etc.), as well as strong internet navigation skills.
• Strong experience with spreadsheets (MS Office, Google Drive)
• Excellent communication and writing skills.
• Ability to express empathy through written communication.
• Able to work in a fast-paced environment.
• Able to work with detailed procedures and program guidelines.
• Self-motivated quick Learner.
• Great attention to detail.

Nice to Have

• Experience working for a software, SaaS, or technology company. 
• Experience using ticketing systems such as Zendesk to process and resolve support requests.
• Experience with invoicing and payments software such as Intacct and Braintree.
• Experience using CRM tools such as Salesforce.com or Pipedrive.

About Olo

Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 600 restaurant brands to jointly reach 85 million connected guests across approximately 84,000 locations. More than two million orders per day run on Olo's platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.

We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, located in Tribeca.

We offer great benefits, such as 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, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!

Our best estimate of the compensation range for this opportunity is $59,588 - $85,431 annually, depending on the experience you bring and your location. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

We encourage you to apply!

We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status. 

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