Customer Success Specialist

Atoms · APACx Kitchens Operations

Where: Sheung Wan, HKG
Posted: Sep 16

Freshlane helps restaurateurs around the world succeed in online food delivery - our goal is to make food more affordable, higher quality and convenient for everyone.

We take underutilized properties and transform them into smart kitchens so they can better serve restaurateurs, customers and the neighborhoods they’re in. Every time we launch a new facility we create jobs in that neighborhood, and we’re proud to provide a wide range of cuisines and options for healthy food at an affordable price.

We're changing the game for restaurateurs whether they’re entrepreneurs opening their first restaurant all the way through to your favorite global quick-service restaurant chains.

What you'd do

Provide new customers with a seamless facility and digital onboarding experience
Understand client goals and provide tailored support toward their kitchens’ go-live plan.
Serve as the primary point of contact for your accounts.
Responsible for the inbound inquiries and work with internal stakeholders to provide answers and solutions.
Act as the customer’s advocate internally. Surface issues to internal teams to ensure our customers’ feedback is represented and solutions are prioritized.
Ensure customers are paying their invoices on-time and engage proper stakeholders when late payment needs to be escalated; support as necessary.
Strive for contract renewals and increase customer lifetime value with us.
Collaborate with the sales team to uncover upsell/cross-sell opportunities.
Communicate new initiatives launched by Freshlane to customers, and obtain buy-ins and sign-ups.
Support our fast growing corporate catering programs from menu planning to daily executions.

What they want

3-5 years of professional experience in a similar, customer-supporting role
Proven track record of providing support for complex issues, products, and processes
Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand
Communication: emotionally intelligent, strive to always be helpful, empathetic with customers
Experience working with support tools like JIRA, Workday, Salesforce, Slack etc.
Prior experience in the F & B industry, Online Food Delivery Platforms or fast growing start-ups would be a plus.

What you get

Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.