Customer Support and Product Specialist

ABOUT OOLIO:

Oolio is a leading B2B SaaS platform transforming how hospitality venues operate and grow. Trusted by more than 22,000 venues, we power mission-critical POS, payments, online ordering, kiosks, loyalty, kitchen management, and real-time insights all within one connected ecosystem.

We are building the operating system for modern hospitality simplifying complex operations, accelerating service, and unlocking smarter, data-driven decisions. Built by hospitality professionals with decades of industry experience, we understand the realities of every shift, every service rush, and every guest interaction. From cafs and quick-service restaurants to pubs, multi-site groups, and stadiums, Oolio enables venues to operate seamlessly at scale. With next-business-day settlements, powerful third-party integrations, and 24/7 real human support, we go beyond software we become long-term partners in growth.

As a rapidly scaling product-led organisation, were shaping the future of hospitality technology.

We build the technology backbone that powers modern hospitality businesses to perform, compete, and thrive at scale.

JOB DESCRIPTION:

At Oolio, Customer Support & Product Specialists are customer champions who take ownership of post-installation success across mission-critical POS and payments platforms. You will play a key role in ensuring hospitality venues operate smoothly by delivering timely, empathetic, and technically sound support within a fast-paced SaaS environment.

You will collaborate closely with Product and Engineering teams in Hyderabad, as well as our Level 1 Support team in Manila, to resolve production issues, communicate product updates, and deliver an exceptional customer experience across single-site venues, franchise networks, and multi-location hospitality groups in Australia.

Key focus area's -

(1) Customer Support & Communication

(2) Product Expertise & Cross-Team Collaboration

(3) Incident Ownership & Escalation

(4) Internal Tools & Process Adaptability

RESPONSIBILITIES:

• Own end-to-end resolution of customer issuesfrom first response through troubleshooting, escalation, follow-up, and confirmed closure.
• Provide friendly, empathetic, and professional support to hospitality venue staff including waiters, cashiers, front-of-house managers, venue operators, and franchise stakeholders.
• Handle customer queries via live chat, ticketing systems, email, and phone while maintaining high responsiveness and service quality standards.
• Develop deep expertise in the POS and payments ecosystem including online ordering, third-party integrations, time & attendance, reservations, loyalty systems, billing workflows, and payment processing.
• Troubleshoot production issues related to billing discrepancies, order flow, menu configuration, printers, KOT/KDS systems, payment failures, hardware connectivity, and networking basics.
• Take ownership of incidents reported by customers or internal L1 teams and ensure structured escalation to development teams when required.
• Follow up proactively with Engineering and Product teams until resolution is delivered back to the customer.
• Translate complex technical issues into simple, customer-friendly explanations.
• Maintain accurate documentation, ticket updates, and internal communication across support systems.
• Adapt quickly to new product enhancements, support tools, and process updates.
• Contribute to continuous improvement of support documentation, knowledge bases, and internal workflows.
• Collaborate cross-functionally to ensure seamless customer experience across multi-venue and franchise operations.

REQUIREMENTS:

Role: Customer Support & Product Specialist Level 1 Support (final role/title may vary based on experience and interview outcomes)

Experience: 2 6 Years (strong hands-on experience in Tech Support / SaaS / POS systems preferred)

Education: Bachelors Degree (Any discipline)

Domain Preference: POS & Payments | Hospitality Technology

Work Model: Work from Office 5 Days a Week (Flexible Day Offs)

Work Timings: 9 AM 6 PM IST (If required - Rotational availability includes weekends)

Technology & Tools: POS Systems, Payment Terminals, Online Ordering Platforms, Networking Basics, Hardware Troubleshooting (Printers, Tablets, Devices), Intercom, HubSpot / Zendesk (or similar ticketing systems), Microsoft Teams, Outlook

Other Requirements:

• Good hands-on experience supporting production-grade SaaS or POS systems.
• Good understanding of restaurant and hospitality operations (strong advantage).
• Strong troubleshooting skills across software, hardware, networking basics, and third-party integrations.
• Excellent spoken and written communication skills with high customer empathy.
• Ability to multitask and handle pressure in fast-paced, high-volume support environments.
• High ownership and accountability mindset with strong follow-through on issue resolution.
• Exposure to franchise or multi-venue hospitality operations is a plus.
• Ability to translate technical concepts into clear, non-technical explanations for customers.
• Strong collaboration skills across cross-functional and international teams.