Customer Success Associate

Overview

Momos is an early stage, fast-growing company based in Singapore and US, and backed by global investors. We are adding to our team of passionate foodies and tech enthusiasts who are looking to digitize the F&B industry. Momos is building the Shopify for Restaurants; we help restaurants harness all of their data across food delivery, social, and discovery channels, and allow them to maximize their business and grow. We are modernizing the entire approach to Food and Beverage, and are helping restaurants embrace the digital change.

At Momos, we put restaurants at the forefront of everything we do. The consistent feedback and input from restaurant partners have been ingrained in our culture and design of the product from day 1 and is something that we will hold constant as we continue to scale Momos globally. If you love food, and are looking to work at a Company that is mission-driven and is helping build the future for F&B, we'd love to work with you!

The Role

The Momos US Sales team is looking for a stellar Customer Success Associate to ensure the customer's satisfaction with their inquiry in the USA region. As a Customer Success Associate, you are required to answer inbound calls from clients, follow up with management about issues that have not been resolved, and in some positions, provide tech support over the phone.

As part of the mandate above, you are expected to improve customer retention and increase upsells or referrals by ensuring customer satisfaction. We are looking for someone who responds to customer inquiries, manages customer accounts and resolves issues with the help of your reporting manager and other team members. You are expected to be prepared to take on the challenges and opportunities that come from working in a fast paced, early stage startup.

Responsibilities

• Being the first point of contact for customers and handle all customer inquiries.
• Providing customers with product training or support during their subscription term.
• Building relationships & monitoring customer accounts to ensure that they are having a positive experience with the company’s products or services
• Assisting customers with any issues or problems they have.
• Providing customer support via phone, email, and live chat.
• Coordinating with other departments such as engineering, marketing, and sales to ensure that customers’ needs are met.
• Recording customer feedback and suggestions.
• Creating reports on customer activity such as usage patterns or product interest.
• Customer retention by resolving queries while working with the operations, data and engineering teams to improve the product experience.

Requirements

Ideal Background

• Bachelor’s degree in a related field, such as business, computer science or information technology. Excellent communication skills
• 2-4 years in customer success, customer support, account management, or similar roles.
• Exceptional written and verbal communication skills
• Proven ability to build relationships with customers
• Strong time-management and organizational skills
• Proficient in Microsoft Office, Salesforce, and Zendesk (or similar CRM/ticketing system)

Benefits

• Private Health Insurance
• Paid Time Off

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!

Equal Opportunity

Momos is an equal opportunity workplace where we embrace diversity and different cultures. We started as an international Company, and know that building an organization with different experiences, thoughts and opinions allows our team to grow and excel.