Assistant Operations Manager

CloudKitchens; Hong Kong; On-site; HKD 300,000 - 480,000; Full time

Job summary

Cloudkitchens is seeking an experienced Operations/Customer Support professional to join our Sheung Wan team. You will be the main point of contact for restaurant clients, guiding them through onboarding and go-live planning while coordinating with internal teams to meet their goals.

The role requires 3–5 years in a similar role, strong communication and problem-solving skills, and a passion for the food delivery industry.

Qualifications

• 3–5 years in operations or customer support roles.
• Proven ability to handle complex issues and high-pressure situations.
• Strong communication, empathy, and teamwork.
• Experience in Hospitality, F&B, or property management is a plus.
• Knowledge of online food delivery industry is advantageous.

Responsibilities

• Provide new customers with seamless facility and onboarding experience.
• Understand client goals and support go-live plans.
• Serve as the primary point of contact for accounts.
• Handle inbound inquiries and coordinate with internal teams.
• Advocate for customers and surface feedback to internal teams.
• Ensure invoices are paid on-time and escalate late payments.
• Aim for contract renewals and increase customer lifetime value.
• Collaborate with sales to uncover upsell opportunities.
• Communicate new initiatives to customers and drive sign-ups.
• Support daily facility operations and catering programs.

Skills

Customer support

Account management

Communication

Problem solving

Hospitality / F&B experience

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.

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