Onsite Customer Success Specialist - FoodTech Growth

Freshlane; Hong Kong; On-site; HKD 240,000 - 420,000; Full time

Job summary

Freshlane in Hong Kong is seeking a Customer Success/Support specialist to onboard new customers to our smart kitchen platform and guide go-live plans. You will be the primary contact for accounts, handle inbound inquiries, and advocate for customers across internal teams.

The role requires 3–5 years of customer-support experience, comfort working under pressure, and collaboration with sales for renewals and cross-sell opportunities. Office located in Sheung Wan.

Qualifications

• 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.

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.
• 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.

Skills

Customer support

Communication

Problem solving

Cross-functional collaboration

Tools

JIRA

Salesforce

Slack

Workday

Job description

Freshlane in Hong Kong is seeking a Customer Success/Support specialist to onboard new customers to our smart kitchen platform and guide go-live plans. You will be the primary contact for accounts, handle inbound inquiries, and advocate for customers across internal teams.

The role requires 3–5 years of customer-support experience, comfort working under pressure, and collaboration with sales for renewals and cross-sell opportunities. Office located in Sheung Wan.