Manager, Client Tech Experience

Tarro; Kuala Lumpur; On-site; MYR 120,000 - 210,000; Full time

Benefits offered by this job

Ownership of team management

Competitive compensation

Impactful work supporting small businesses

Growth opportunities within a scaling company

Job summary

A tech company providing restaurant solutions is seeking a Client Tech Manager in Kuala Lumpur. The role entails leading a team focused on operational efficiency, overseeing technical support, and scaling processes as the company launches new products. Candidates should have a background in managing operations teams and possess strong collaboration and communication skills, particularly in English and Mandarin. This position offers competitive compensation and the chance to make a significant impact in empowering small restaurants.

Qualifications

• Experience running an operations team in technical environments.
• Led teams with a focus on efficiency and process improvement.
• Strong communication skills for cross-department collaboration.
• Strong cross-functional collaboration skills – comfortable working with and influencing other departments.
• Clear communicator who can handle difficult conversations when needed.
• Bilingual in English and Mandarin (required for client and team communication).
• Comfortable working US hours.
• Familiarity with technical concepts: networking basics, SSH, VPN, hardware setup.

Responsibilities

• Lead daily operations including escalations and quality audits.
• Develop scalable processes to handle increased volume.
• Collaborate across departments to facilitate product launches.
• Collaborate across Engineering, Sales, Onboarding and other teams.
• Develop Team Leads and build an independent leadership layer.

Skills

Operational management

Team leadership

Cross-functional collaboration

Technical communication (English, Mandarin)

Effective communication

English and Mandarin bilingual

US hours availability

Networking basics

SSH and VPN basics

Tools

Ticketing systems

Job description

About Tarro

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi‑product ecosystem offering AI‑enabled order taking, delivery enablement, payment solutions, and point‑of‑sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real‑world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid‑2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!

What We’re Looking For

We’re looking for a Client Tech Manager to lead and scale our Client Tech team. This role is a mix of hands‑on operations and strategic thinking – roughly 50/50.

Our Client Tech team handles technical support and onboarding for restaurants using our platform. You’ll lead a team of 10–15 people. You’ll own this team end‑to‑end: the people, the processes, the quality, and how the function evolves. We’re at an interesting point – launching new products (POS and Payment Terminals), expanding into new restaurant verticals, and scaling our client base. This role is for someone who wants to build, not just maintain.

What You’ll Do

• Lead day‑to‑day operations. Escalations, quality audits, 1:1s, hiring, and performance management. When things break, you’re in the room helping fix them.
• Build for scale. As we grow, you’ll figure out how to handle more volume without proportionally growing the team. This means improving processes, rethinking workflows, and finding leverage points.
• Prepare the team for new products and markets. We’re launching POS and expanding into new restaurant types. You’ll anticipate what the team needs and get ahead of it.
• Work across departments. You’ll collaborate closely with Engineering, Sales, Onboarding, and other teams. We value people who can contribute to cross‑functional decisions, not just execute requests.
• Develop your leaders. You’ll have Team Leads reporting to you. Part of the job is helping them grow, giving them ownership, and building a leadership layer that can operate independently.

What We’re Looking For

• Experience running an operations team (network operations, IT ops, or similar)
• Track record of leading Team Leads or supervisors, not just individual contributors
• Someone who thinks about efficiency and process improvement, not just adding headcount when things get busy
• Strong cross‑functional collaboration skills – comfortable working with and influencing other departments
• Clear communicator who can handle difficult conversations when needed
• Bilingual in English and Mandarin (required for client and team communication)
• Comfortable working US hours
• Comfortable with technical concepts, networking basics, SSH, VPN, hardware setup

Bonus Points

• Experience in restaurant tech, SaaS, or high‑growth startups
• Experience managing distributed teams across time zones
• Background in process improvement or operational efficiency
• Familiarity with technical support operations (ticketing systems, SLAs, quality frameworks)

What You’ll Get

• Ownership – This is your team to run. You’ll have the autonomy to make decisions and shape how Client Tech operates.
• Impact – You’re directly supporting thousands of small restaurant owners who depend on our platform.
• Growth – We’re scaling fast. New products, new markets, new challenges. If you want to build something, this is a good time to join.
• Competitive compensation – Salary commensurate with experience.

How We Work

This role reports to the VP of Engineering. We value autonomy – we’ll give you context and goals, and trust you to figure out how to get there. That said, you won’t be alone. You’ll have peers to collaborate with and leadership that’s accessible when you need input.

We’re not looking for someone who needs detailed direction on every decision. But we’re also not throwing you into the deep end without support.

Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds – including but not limited to race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.