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 cafés 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, we’re 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 issues—from 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: Bachelor’s 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.