Job Description

Atlas is building the operating system for restaurants. Atlas is the easiest way to start, run and grow any restaurant online and offline. We are the team that previously built Grain, a venture-backed online restaurant, to millions in revenue. Team and investors are from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator and others.
We're looking for someone to run end-to-end onboarding for new merchants and handle requests from existing merchants -- resolve issues fast, keep standards high, and drive satisfaction and NPS up up up.
Role information

• Team: Customer Ops
• Location: Singapore
• Working hours: This role is a full-time role; regular office hours apply.

Responsibilities

• Handle new customer onboarding from end to end, and ensure Atlas is set up perfectly.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Supervise incoming messages from merchants and make sure they're resolved with high standards.
• Provide accurate, valid and complete information using the right methods/tools.
• Supervise logistics for ongoing delivery orders, if any.
• Supervise customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Identify and assess customers' needs to achieve satisfaction.
• Meet personal/customer ops team performance targets.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to delight customers.
• Any other ad hoc tasks as assigned from time to time.

Service levels of team

• Achieve NPS (Net Promoter Score) of 90.
• Achieve <5 mins wait time for messages across the team.
• Be able to onboard 5 merchants per week.
• Achieve average resolution time of <1 hour.
• Write everything that needs to be done or remembered down.
• Process 100% of tasks/messages every day (WhatsApp, Linear, Slack, Gmail, Front, etc).

Requirements

• Proven experience dealing with customers or outstanding ability to learn.
• Proven experience managing projects or outstanding ability to learn.
• Ability to start and get things done.
• Familiarity with CRM systems and practices.
• Attention to detail.
• A team player who works effectively in a team-based organisation, collaborates cross-functionally, and builds support and alignment around goals and objectives.
• Focus on delighting customers. Does the CEO pay the bill? No! The customers pay the bill.
• Pursue excellence. Hold yourself and everyone to the highest standards. Care about every single detail. Every detail matters when you want to achieve greatness.
• Be extremely reliable. Always do what you say you will do. Don't give bullshit excuses. Don't make the same mistake twice.
• Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
• Communication. Speaks and writes clearly and articulately.
• Lives in Singapore and has a valid working pass.

Benefits

• Work with a fast-growing, at the same time, lean and mean team, to make a real-world impact.

• Have a lot of ownership and drive your own results and progression.
• Smart people who sweat the details and push for the highest standards.
• Training and in-house opportunities to help you grow.
• Other benefits include a competitive compensation package, birthday leave and sick leave.

Skills Required