Customer Onboarding Coordinator

Otter; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading restaurant technology platform is seeking a Customer Onboarding Coordinator in London. This role focuses on ensuring a seamless account activation for clients, training users, and providing exceptional customer experiences. The ideal candidate has 1-3 years of relevant experience, is fluent in both French and English, and has strong communication and organizational skills. The position requires onsite work in London, and familiarity with the restaurant industry is preferred.

Qualifications

• 1-3 years of relevant work experience.
• Native French and English speaker.
• Ability to adapt quickly to changing environments.

Responsibilities

• Deliver a seamless account activation experience.
• Train customers on tooling and system use.
• Provide industry-leading customer experiences.

Skills

Resilience

Communication

Customer-centric mindset

Operational excellence

Job description

Customer Onboarding Coordinator, Otter -London

London

Who We Are

Otter is the leading restaurant technology platform helping multi-unit brands streamline operations, unify ordering channels, optimize performance, and grow revenue. Our enterprise suite — including Intelligence & Reporting, Guest Engagement & Growth, and Ordering & Operations — powers some of the world’s most recognized restaurant chains. We are rapidly expanding our footprint among 500+ location QSR and fast-casual brands, and we’re looking for a Strategic Enterprise Account Executive to accelerate this momentum.

About The Role

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.

The Onboarding and Implementation Specialist will be responsible for the onboarding and implementation of customers to Otter technology products. This includes account activation, customer education, and training.

What You Will Do

• Deliver a seamless account activation experience, including software and hardware setup, account creation, app credential delivery, account linking, and configuration.
• Absorb customer handoffs from Sales and Success teams, ensuring customers are onboarded with the full suite of products.
• Facilitate product shipment per agreed SLAs, coordinating with the team to ensure receipt.
• Follow up with customers throughout their lifecycle to ensure they benefit from their subscriptions quickly.
• Proactively improve processes, exceeding expectations to make onboarding thorough and efficient.
• Train customers on tooling and system use, acting as the key interface via phone and email.
• Partner with Sales and Success teams to ensure implementation success.
• Provide industry-leading customer experiences, ensuring smooth onboarding and achieving CSAT targets.
• Communicate effectively via face-to-face, phone, and video calls with customers

What We Are Looking For

• 1-3 years of relevant work experience
• Native French and English speaker
• Soft skills: Resilience, Communication, Agile learner, Demonstrates ownership, Attention to detail, Operational excellence and Customer obsession
• A customer-centric mindset, prioritizing success and satisfaction.
• Ability to adapt quickly to changing environments.
• Strong operational and organizational skills.

Preferred Qualifications:

• Preferred: Experience in the restaurant/food industry, implementing software services, and exposure to start-up environments

What Else You Need To Know

This role is based in our Waterloo, London office. 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.
Expect travel to France to meet with clients

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