Onsite Customer Success & 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 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.