Support Specialist

Given that this position requires English proficiency, we are only considering CV's provided in English. Thank you, and we look forward to your submissionAbout Olly OllyReady to roll up your sleeves and help transform local marketing forever? At Olly Olly, we're blending technology and real-world expertise to empower businesses across the U.S. like never before.We believe small businesses are the backbone of our economy. That's why we're on a mission to provide them with tools, strategies and insights that help them rank higher, generate high-quality leads, get calls and reviews, and, above all, grow sustainably, without the hassle.The Olly Olly platform complements our hands-on service perfectly: it's no-nonsense, easy-to-use software that helps local businesses streamline operations and contact management, drive leads, stabilize cash flow and maximize revenue with minimal effort, so they can reclaim their time to focus on what they do best.Our VisionWe aim to be the ultimate all-in-one platform for small business growth, allowing owners to manage every part of their business efficiently and effortlessly.Our journey began as an agency and we've already helped thousands of clients succeed. Now, we're embracing an exciting new chapter: becoming a SaaS-first company. By combining hard-earned human expertise with AI and automation, we're creating affordable solutions that give business owners peace of mind while driving measurable success.Why We Need YouAs aSupport Specialist, you will be at the forefront of delivering exceptional customer experiences, becoming a trusted representative of our brand. Your primary mission will be to provide top-notch support, addressing product-related inquiries via email, chat, and phone with efficiency and care.In this role, your technical expertise, problem-solving abilities, and passion for customer success will be critical to helping clients fully leverage the value of our products. Acting as the first point of contact, you'll embody Olly Olly's commitment to excellence, fostering trust and building lasting relationships through a proactive and empathetic approach.The Impact You'll HaveBe the Go-To Person:Answer customer inquiries via email, chat, and phone, ensuring they feel supported and heard throughout their journey with us.Know Our Products Inside and Out:Become a product expert, guiding customers with confidence to help them maximize the value of Olly Olly's tools and services.Solve Problems Like a Pro:Investigate and resolve product issues swiftly, collaborating with other teams when necessary. Keep customers informed with timely updates.Teach and Empower:Help customers get the most out of our services and products with clear instructions, helpful tips, and a positive, encouraging attitude.Add Value to Every Interaction:On every interaction with the client, ask about what edits they need completed or if we can do a Google Business Profile post for them. The specialist will either complete the edit/ post on their end, or submit a ticket to the correct team in order to complete.Work as a Team:Collaborate with departments like Account Management and the GBP Specialist to ensure we're all aligned in delivering the best experience possible for our customers.Keep Track of the Numbers:Monitor support metrics such as response times, first-contact resolution, and customer satisfaction to drive continuous improvement.Be the Customer's Champion:Advocate for customers, ensuring their voices are heard and their needs are at the forefront of everything we do.Keep Learning and Growing:Stay updated on product changes, industry trends, and new tools to continue improving your skills and providing exceptional support.? What We Really Need From You1-2 years of experience in administrative support for Customer Success or Account Management teamsProficiency in English, both written and verbal, sufficient for success in a remote and largely asynchronous work environmentStrong communication and interpersonal skillsAbility to work independently in a fast-paced environment and handle multiple tasks simultaneouslyProficiency in Google Drive, Excel, and other productivity toolsCRM proficiency, HubSpot preferred?What Would Be Big PlusesSpanish-speaking skillsExperience in customer service and account managementBachelor's degree in Business Administration, Marketing, or related fieldWhat You'll Love About Working at Olly OllySalary + bonus based on performanceFlexible work: 100% remote, with core hours for seamless collaboration.Training hours: Monday - Friday 8:00 am - 5:00 pm ESTSchedule after training: Monday - Friday 9:00 am - 6:00 pm ESTWork-life balance: Generous PTO, including 15 vacation days and U.S. holidays.Growth-oriented culture: Join an inclusive, international, and innovative team where your contributions make a tangible difference.Why Choose Us?Join us during this pivotal transition as we transform from an agency to a human-centric SaaS provider. Your ideas, strategies, and solutions will directly impact the success of small businesses. And our own growthLet's shape the future of small business growth together Apply now to join a team that's as committed as they are supportive of each other.Diversity and Inclusion at Olly OllyAt Olly Olly, we celebrate differences in background, culture, abilities, and perspectives because diversity drives innovation and creativity. Your voice matters here, it really does And your unique perspective will help us shape the future of small business growth.