Customer Onboarding Support Specialist, Otter

3 weeks ago

Makati, Philippines Otter Full time

Otter Makati, National Capital Region, Philippines

Who We Are

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

Job Summary:

The Customer Onboarding Support Specialist ensures a smooth and timely onboarding experience for small- to medium-sized business (SMB) customers on the Otter platform. This role manages account setup workflows, drives customer activation, and supports retention goals. The ideal candidate is detail-oriented, customer-focused, and thrives in a structured, process-driven environment.

What You’ll Do
  • Virtual Onboarding Execution: Lead virtual, customer-facing, and on-cam onboarding calls of our customers who recently availed our products. Manage the onboarding workflows, including account creation, plan setup, POS integration, and menu configuration, ensuring each customer is set up for long-term success.
  • Customer Communication: Coordinate directly with customers and internal teams (e.g., Sales, Support) to gather necessary information and provide timely updates throughout the onboarding process.
  • Activation Support: Monitor activation progress within key milestones (e.g., 30-day, EOQ activation targets) and follow up with accounts to address blockers.
  • Documentation & SOP Adherence: Follow standardized processes and maintain accurate logs of each onboarding step in relevant tools (e.g., Salesforce, onboarding trackers).
  • Issue Resolution: Troubleshoot common onboarding roadblocks and escalate complex issues to the appropriate teams with detailed context.
  • Performance Monitoring: Track personal onboarding performance against SLAs and KPIs and support QA or audit efforts as needed.
What We’re Looking For
  • 1–2 years of experience in onboarding, customer support, or account coordination roles.
  • Business-level fluency in both English (spoken and written).
  • Strong organizational skills with high attention to detail.
  • Effective written and verbal communication skills, especially in customer-facing interactions.
  • Comfortable navigating onboarding platforms, CRM systems, and documentation tools.
  • Experience using tools like Salesforce, Salesloft, Google Sheets, Zendesk, and Slack.
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 Makati office . 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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