Digital Onboarding Associate

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. 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.
We're looking to hire a Digital Onboarding Associate who will play a key role in helping our customers onboarding and implementing our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able provide industry-leading customer experience through all stages of onboarding, achieving CSAT targets

Key Responsibilities:

• Set our customers up for success by delivering a seamless account activation service including; software and hardware set up, creation of accounts, deliver app credentials to account links and configuration of accounts
• Absorb customer handoffs directly from our Sales and Success teams to ensure customers are onboarded with their full suite of products
• Facilitate shipment of product to agreed SLA's, coordinating with team to ensure customers receipt
• Follow up with customers throughout early lifecycle to ensure they quickly benefit from their new subscriptions
• Willingness to go above expectations to help reshape processes to make them more thorough and efficient
• Train customers on tooling and use of the system, acting as key interface with customers via phone and email support in a professional and efficient manner
• Partner with sales and success team to support implementation success
• Provide industry-leading customer experience through all stages of onboarding, achieving CSAT targets
• Comfortable working with face to face with customers on video calls

 Qualifications:

• Domain Experience: 1-3 years
• Resilient, Communication, Agile learner, Demonstrates Ownership, Attention to Detail, Operational Excellence, Customer Obsession

 Preferred Qualifications:

• Relevant Work Experience: 3-5 years
• Experience in the restaurant / food industry preferred, implementation of customers on software services, exposure to start-up environments

What Else You Need To Know

This role is based in our Makait 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. Looking forward to sharing more about a Career of Substance at Otter!

This role would be covering US/CAN clients, therefore the shift pattern will be 9pm-6am Manila time,