Client Operations Associate

CloudKitchens; Paris; Sur place; EUR 42 000 - 62 000; Plein temps

Résumé du poste

CloudKitchens is seeking a proactive Client Operations Associate to support our France operations in Paris. You will ensure a seamless customer experience from onboarding to offboarding, manage escalations, and build strong relationships with licensees to reduce churn.

You will collaborate with Sales, Facility Operations and Maintenance to resolve issues, drive improvements, and identify opportunities to deliver additional value through services and partnerships.

Qualifications

• Experience in Customer Success, account management, or operations.
• Strong communication and problem solving.
• Fluent in French with professional English.

Responsabilités

• Onboarding & Offboarding: Coordinate customer onboarding, ensure smooth kitchen launches, and manage offboarding processes.
• Customer Support: Handle Tier 2 requests and operational escalations, ensuring timely resolution and clear communication.
• Customer Satisfaction: Build strong relationships with licensees, proactively address concerns, and mitigate churn risks.
• Cross-functional Coordination: Work closely with Sales, Facility Operations, and Maintenance to resolve issues and improve service delivery.
• Process Improvement: Identify opportunities to streamline processes, improve onboarding timelines, and enhance the customer experience.
• Performance Monitoring: Track customer satisfaction, SLA adherence, and operational KPIs to drive improvements.
• Business Development Support: Identify opportunities to deliver additional value through services, partnerships, and upselling.

Connaissances

Customer Success

Account Management

Operations

Description du poste

CloudKitchens 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.

About the role

We are looking for a proactive and customer-focused Client Operations Associate to support our operations in France. You will be responsible for ensuring a seamless customer experience, from onboarding to offboarding, while managing operational escalations, building strong relationships with licensees, and driving continuous improvement.

What you'll do

• Onboarding & Offboarding: Coordinate customer onboarding, ensure smooth kitchen launches, and manage offboarding processes.
• Customer Support: Handle Tier 2 requests and operational escalations, ensuring timely resolution and clear communication.
• Customer Satisfaction: Build strong relationships with licensees, proactively address concerns, and mitigate churn risks.
• Cross-functional Coordination: Work closely with Sales, Facility Operations, and Maintenance to resolve issues and improve service delivery.
• Process Improvement: Identify opportunities to streamline processes, improve onboarding timelines, and enhance the customer experience.
• Performance Monitoring: Track customer satisfaction, SLA adherence, and operational KPIs to drive improvements.
• Business Development Support: Identify opportunities to deliver additional value through services, partnerships, and upselling.

What we’re looking for

• Experience in Customer Success, Account Management, Operations, or a similar customer-facing role. Strong communication, organizational, and problem-solving skills.
• Proactive mindset with a strong sense of ownership.
• Ability to manage multiple priorities and collaborate across teams.
• Comfortable working with data and customer support tools.
• Fluent French and professional English.
• Experience in hospitality, food service, or multi-site operations is a plus.

Key Success Metrics

• Customer onboarding satisfaction (CSAT).
• Reduction in kitchen go-to-market lead time.
• SLA adherence and customer support satisfaction.
• Customer retention and resolution of escalations.
• 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.

What else you need to know

This role is based in our Paris office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

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

#LI-Onsite

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