Assistant Operations Manager

Atoms; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Job summary

Freshlane in Hong Kong is seeking a proactive customer operations specialist to onboard new customers and guide their kitchen go-live plans. You will be the main contact for accounts, handle inbound inquiries, and coordinate with internal teams to deliver timely solutions.

You’ll advocate for customers, ensure on-time invoicing, and drive renewals and revenue growth while collaborating with sales to identify upsell opportunities and rolling out new Freshlane initiatives.

Qualifications

• 3-5 years of professional experience in a similar operations or customer-supporting role.
• Proven track record of supporting complex issues, products, and processes.
• Ability to thrive in chaos: handle high-pressure situations, take responsibility, respond to feedback, stay focused.
• Strong communication: emotionally intelligent and empathetic with customers.
• Experience in Hospitality, F&B, or property management is a plus.
• Knowledge of online food delivery market growth and dynamics.

Responsibilities

• Provide new customers with a seamless facility and digital onboarding experience.
• Understand client goals and provide tailored support toward their go-live plan.
• Serve as the primary point of contact for accounts.
• Handle inbound inquiries and coordinate with internal teams for answers and solutions.
• Advocate for customers internally; surface issues and prioritize solutions.
• Ensure invoices are paid on time and escalate late payments as needed.
• Aim for contract renewals and increase customer lifetime value.
• Collaborate with the sales team to uncover upsell/cross-sell opportunities.
• Communicate new Freshlane initiatives to customers and secure buy-ins and sign-ups.
• Support daily facility operations and growing corporate catering programs as needed.

Skills

Customer support

Stakeholder communication

High-pressure handling

Hospitality / F&B exp

Job description

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.

What you’ll do

• Provide new customers with a seamless facility and digital onboarding experience
• Understand client goals and provide tailored support toward their kitchens’ go-live plan.
• Serve as the primary point of contact for your accounts.
• Responsible for the inbound inquiries and work with internal stakeholders to provide answers and solutions.
• Act as the customer’s advocate internally. Surface issues to internal teams to ensure our customers’ feedback is represented and solutions are prioritized.
• Ensure customers are paying their invoices on-time and engage proper stakeholders when late payment needs to be escalated; support as necessary.
• Strive for contract renewals and increase customer lifetime value with us.
• Collaborate with the sales team to uncover upsell/cross-sell opportunities.
• Communicate new initiatives launched by Freshlane to customers, and obtain buy-ins and sign-ups.
• Support our daily facility operations and fast growing corporate catering programs whenever needed.

What we’re looking for

• 3-5 years of professional experience in a similar operations or customer-supporting role
• Proven track record of providing support for complex issues, products, and processes
• Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand
• Communication: emotionally intelligent, strive to always be helpful, empathetic with customers
• Prior experience in the Hospitality, F & B industry, customer services or property management would be a plus.
• 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 Sheung Wanoffice location and you are required to travel around our facility locations in town to meet and take care of our customers whenever needed . We are a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. 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?

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