Customer Operations Associate Jobs

Who we are

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 a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. Here is a peek into how it works.

Join us as we serve those who serve others.

About The Role:

As a Customer Operations Associate at Otter, you will be responsible for providing an excellent customer experience to our cohort of customers. This role involves scaled success to one of our most important segments due to volume and volatility. Having strong customer obsession is critical to helping these customers succeed with Otter and achieve their goals: increasing their sales and decreasing operating costs.

You’ll drive upsells, and cross-sells and help ensure churn is kept to a minimum, in tandem with working on special projects to grow the overall Otter business. This person must be an adaptable self-starter with strong critical thinking skills, as they'll interact with different customers every day while working closely with various departments, juggling multiple priorities.

Responsibilities:

• Assist senior customer success managers with the account management of our largest and most strategic customers
• Increase customer retention by providing world-class, timely service when our customers need it most
• Act as the voice of the customer to Product and Engineering, synthesizing feedback, and ensuring Otter delivers products that meet our customer’s needs
• Identify customer upsell and cross-sell opportunities within Otter products
• Facilitate the growth of the Otter business through collaboration with internal teams on a variety of ad hoc projects, as needed
• Quarterback customer risks and escalations end-to-end, including working cross-functionally with internal teams to create & execute action plans that mitigate customer churn
• Serve as a trusted advisor to our customers through the journey of onboarding, training, day-to-day management, delivery strategy and upselling into value-added products and services
• Maintain deep knowledge of the Otter product to educate customers and drive product adoption

You Have:

• Bias to action to achieve success at a fast-pace
• Process Builder: scale in mind, logical, system-oriented
• Creative and collaborative: you love working with a team and creatively solving challenging problems
• Analytical Problem Solver: data-driven, capable of root cause analysis, prioritization
• Strategic and business-minded: you find trends in your data and look for the "so what"
• Attention to detail and the ability to effectively multi-task in a deadline-driven atmosphere
• Customer Obsessed: empathetic, clear communication, community builder

Requirements:

• Clear communicator with the ability to break down complex problems and formulate digestible solutions
• Proven organizational/time management skills with the ability to prioritize tasks and initiatives in a fast-paced environment
• Proficiency in Excel and/or Sheets
• Demonstrated ability to quickly learn and adapt to new technologies. Coachable.
• Experience in the restaurant industry or e-commerce
• Self-starter who thrives in the opportunity to take initiative

Why join us

• Early-stage company: Join one of the fastest-growing SaaS companies revolutionizing the food industry
• Growing market: You’ll be focused on an $80 billion market that’s projected to reach at least $500 billion by 2030 in the US alone.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.

What else you need to know

This role is based in our Los Angeles 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.

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

If you are interested in joining a global FoodTech startup then please apply now!