Customer Operations Associate

Our Client is a rapidly growing company with its headquarters in Singapore and the United States. As part of our company's growth strategy, we are actively expanding our operations in the APAC region. Our main mission is to lead the digital transformation of the Food and Beverage (F&B) industry by offering a comprehensive Customer Retention Platform for Restaurants worldwide. By leveraging data from various channels such as food delivery, social media, and discovery platforms, we empower restaurants to maximise their business potential and achieve growth.

At Our Client, core principle is putting restaurants at the forefront of everything we do. Since day one, we have embedded the valuable feedback and input from our restaurant partners into our company culture and product design. This collaborative approach has been instrumental in creating a solution that truly meets the needs of the F&B industry. Today, we are proud to be trusted by over 2000 restaurants globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.

About the role:

As a Customer Operations Associate for the US market, you are the de facto point-of-contact for our US customers, both new to Our Client / on trial as well as existing, and looking to fully leverage Our Client to solve their business challenges.

Our Customer Success team quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Our Client works.

• Develop deep knowledge of the software and features, and how they function from setup to launch. You will have to be able to communicate technical information and be able to adapt to new updates, changes, and releases.
• Act as the primary point of contact for clients, offering timely and effective support across various channels that merchants use to get in touch with our team (email, chat, and phone).
• Willingness to work in the US hours independently while ensuring high levels of customer service
• Answer how-to questions and help customers navigate a variety of tools within Our Client while fully grasping the entire context of customers.
• Conduct investigations and troubleshooting to resolve client issues, escalating complex cases to the appropriate teams when necessary.
• Provide support and guidance to users across our customer base who use the Our Client software.
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
  
  
  

It would be delightful if the candidate is able to:

• Communicate thoughtful, customized solutions that help customers move forward and grow their business.
• Collaborate with internal teams such as customer success, account managers, or sales teams and identify opportunities for existing customers to use more of our platform or services.
  
  
  

Requirements

Mandatory skill set

• Problem-solving skills: ability to identify and solve complex problems in a timely and effective manner.
• Critical thinking: ability to analyse information and situations, and make sound decisions based on available data.
• Great command of English: Excellent written and verbal communication skills in English.
• Collaborative: ability to work effectively in a team environment.
• Technical proficiency: demonstrated ability to understand technical concepts and break them down into simpler terms.
• Being organised: ability to manage multiple tasks and priorities effectively.
  
  
  

Nice to haves

• Able to handle stressful situations: ability to remain calm and composed under pressure.
• Attention to detail: meticulous attention to detail and accuracy in all aspects of work.
  
  
  

Benefits

• Competitive salary and bonus scheme
• Private medical insurance
• Paid time off and a flexible working culture
• Opportunities for rapid career advancement
• A dynamic and inclusive company culture
• Access to the latest technology and tools for personal development
• Comprehensive onboarding program for new employees
• Employee recognition programs for outstanding performance
• Participation in industry conferences and events
• A supportive environment that encourages innovation and creativity
  
  
  

Cultural Values

• Mission-driven and fast-paced, entrepreneurial environment.
• A collaborative and flat company culture.
• Comprehensive private health insurance.
• Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel!).
• Cross-cultural team bonding/networking.
• Love Food? Join our Team!