Client Operations Specialist

Job Description

Job Overview:

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. The Client Operations Specialist will be responsible assisting each new licensee through the self serve kitchen onboarding experience. Serving as a trusted adviser on a portfolio of SMB customers through the journey of onboarding training and day-to-day management.

What else you need to know

This role is based in our Pairs office location. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in-person. That’s why all of our teams (except for our field-based roles) are now working from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at CloudKitchens!

Ready to join us as we serve those who serve others? 

Key Responsibilities:

• Onboarding: Assisting each new licensee through the self serve kitchen onboarding experience. 
• Support sales team and potential licensees in an advisory capacity as CPU liaison.
• Assist with kitchen onboarding managerial reporting numbers for regional projects or new initiatives.
• Become the resident expert on our platform, processes and policies. 
• Use correct troubleshooting processes, language and structure to address customer complaints over a variety of support channels, emails, chat, phone in person, etcetera use good judgement and strong communication skills to ensure escalations are solved at the first response. 
• Timely responses to customer inquiries to ensure 100% customer satisfaction.
• Work cross- functionally with other departments to prioritise, coordinate and apply resources as needed.
• Help build best practices for our customer support team.
• Serve as a trusted adviser on a portfolio of SMB customers through the journey of onboarding training, day-to-day management, delivery strategy and upselling into value-added products and services.
• Increase customer retention by conducting regular checking calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes
• Quarterback customer risks and escalations end-to-end, including working cross- functionally with internal teams to create and execute on action plans to mitigate against customer churn.  Maintain deep knowledge of the product to ensure and drive product adoption.
• Proactively identify and manage partnerships to deliver added value to customers
• Act as the voice of the customer to product and engineering, synthesising feedback, analysing data to build insight.
• Use data to track performance, inform product roadmap?
• Facilitate the growth of the business through collaboration with internal teams and a variety of ad hoc projects as needed.
  
  

Qualifications:

• Hospitality industry based administration, knowledge of food business operations, customer service.
• Onboarding: Providing great end to end experience, happy joiners, longer term customers.
• Tier 2 Support: Maintaining customer relationships through a proactive approach handling escalated customer complaints and queries.
• Outbound company comms: Regular and timely updates to situations that arise in facilities - both good and critical ones
• Guardian of Customer Satisfaction: Our raison d’etre! The core of our infrastructure for better food.
• Local Partnerships Builder: Easy access to the best services available to our licensees - with discounts where possible.
• Process Improvement: As the first POC with licensees, the OS are perfectly placed to provide suggestions on how to improve our customers’ experience at every step of their journey
• Languages: Fluent English, French and Polish (Essential)