Customer Success Specialist

Cssmerge; Hong Kong; On-site; HKD 360,000 - 600,000; Full time

Job summary

Freshlane is seeking a Customer Success / Account Manager to onboard new customers and act as the primary contact for accounts in our Sheung Wan office. You will guide kitchens through go-live, resolve inquiries, and ensure customer satisfaction from onboarding to renewal.

You will collaborate with sales to identify upsell opportunities, support corporate catering initiatives, and advocate for customers internally to prioritize their feedback and needs.

Qualifications

• 3-5 years of professional experience in a similar, customer-supporting role.
• Proven track record of supporting complex issues, products, and processes.
• Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond to feedback, stay focused.
• Communication: emotionally intelligent, helpful and empathetic with customers.
• Experience with support tools: JIRA, Workday, Salesforce, Slack.
• F&B industry or online food delivery platform experience is a plus.

Responsibilities

• 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.
• Inbound inquiries handling and collaboration with internal stakeholders to provide answers and solutions.
• Advocate for customers internally; surface issues to ensure feedback is represented and solutions prioritized.
• Ensure customers are paying invoices on-time and escalate late payments when needed.
• Strive for contract renewals and increase customer lifetime value.
• Collaborate with the sales team to uncover upsell/cross-sell opportunities.
• Communicate new initiatives launched by Freshlane to customers and obtain buy-ins.
• Support corporate catering programs from menu planning to daily executions.

Skills

Customer support experience

Problem solving

Resilience under pressure

Communication and empathy

F&B / online food delivery experience

Tools

JIRA

Workday

Salesforce

Slack

Job description

Who we are

Freshlane 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 fast growing corporate catering programs from menu planning to daily executions.

What we’re looking for

• 3-5 years of professional experience in a similar, 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
• Experience working with support tools like JIRA, Workday, Salesforce, Slack etc.
• Prior experience in the F & B industry, Online Food Delivery Platforms or fast growing start-ups would be a plus.

Why join us

• 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. 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?

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