Platform Innovation, Support Lead

Platform Innovation, Support Lead
 
Remote (candidates must be located in the US and able to work for any US employer without sponsorship)
Hourly Rate: $58/hr
Contract Duration – 6 months to start (extension based on performance & business need)
 
The Platform Innovation team drives strategy, support, and scaling for one of the most exciting and fast-growing projects within our restaurant platform business. Our support team ensures merchants receive white-glove support that keeps their operations running seamlessly and builds long-term trust in our platform.

About the Role:
You will report to the Associate Manager of Support and serve as a frontline leader within our broader Restaurant Platform organization.

This is a highly hands-on role:
You will work a full range of merchant tickets while ramping quickly into being the trusted escalation owner for our most complex, highest-impact cases.
This is not a role for someone looking to primarily direct others.
In the first ~3 months, expect the job to be ~85% working tickets as you build deep product and workflow expertise.
As you ramp, you’ll increasingly take point on critical escalations, coach agents in real time, and help improve the systems, processes, and knowledge that allow us to scale to thousands of restaurants.

You’re excited about this opportunity because you will…

• Get to the lowest level of detail to solve novel issues with limited information - asking the right questions, understanding the right stakeholders, and building context quickly to solve problems.
• Work the queue daily, owning and resolving a broad range of merchant support tickets end-to-end (not just escalations).
• Become the escalation owner for the most urgent, complex, and high-impact issues—driving resolution across Support, Ops, Product, Engineering, and external partners as needed.
• Lead by example on ticket quality, speed, and customer communication—especially in high-stakes situations where downtime or operational disruption is on the line.
• Coach and unblock support agents in real time, helping them build better investigation habits, customer handling skills, and confidence.
• Improve how support scales by contributing to playbooks, internal knowledge, training materials, and lightweight process improvements rooted in what you see in live cases.
• Help strengthen our support motion as we expand channels and coverage (e.g., phone/video, extended hours) while maintaining white-glove service. We’re excited about you because…
• You have strong direct customer-facing support experience in a high-volume environment
• You’ve supported customers in a high-stakes, high-complexity environment where issues are messy and outcomes matter (e.g., operational downtime, financial impact, time-sensitive workflows, multi-system dependencies).
• You have experience as a team lead / escalation lead / floor lead / supervisor / manager (formal title not required) and you know how to raise the bar through coaching and example—not just delegation.
• You’re scrappy and relentless about ownership: you push cases through ambiguity, coordinate across teams, and don’t let threads die.
• You communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising.
• You’re comfortable getting into the weeds to troubleshoot, but you also recognize patterns and translate them into practical improvements.

Nice to have

• Experience supporting POS, payments, hardware-enabled products, logistics, or other multi-system operational workflows.
• Familiarity with support tools and workflows (e.g., Intercom, routing/triage, QA, knowledge management).
• Comfort with basic technical troubleshooting; networking experience is a plus, not a requirement.
• Experience improving training content, troubleshooting playbooks, or onboarding materials.

Our role in supporting diversity and inclusion

As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.