Onsite Client Success & 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

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.