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Customer Service Operations Manager
1 week ago
ROLE OVERVIEW
We are seeking a highly detail-oriented Senior Customer Service Representative to manage the end-to-end process of menu input and validation. This role plays a critical part in ensuring that our AI-driven system functions optimally by providing accurate and structured menu data.
KEY RESPONSIBILITIES- Menu Data Management: Process and input new restaurant menus into our AI-driven system with a focus on precision and data integrity.
- Workflow Oversight: Manage the entire onboarding workflow for restaurant partners, ensuring smooth transitions and adherence to service-level agreements (SLAs).
- Data Verification: Validate and cross-check menu details such as pricing, descriptions, and modifiers to maintain accuracy.
- Restaurant Partner Coordination: Communicate directly with restaurant partners to clarify menu details, resolve discrepancies, and provide onboarding support.
- Performance Monitoring: Track onboarding progress and maintain accurate documentation of updates, issues, and resolutions.
- Quality Assurance: Identify errors or inconsistencies in menu data and proactively address them to optimize AI performance.
- Collaboration & Training: Work closely with internal teams to improve onboarding processes and provide training on product updates and best practices.
- Support & Issue Resolution: Utilize support ticketing systems to document and resolve onboarding-related issues efficiently.
- Process Optimization: Contribute to continuous improvement efforts by identifying inefficiencies and suggesting workflow enhancements.
- Experience: Minimum of 5 years in a Senior Customer Support role or 3 years in a Supervisor role within a customer-facing environment.
- Industry Knowledge: Experience with restaurant POS systems, menu management platforms, or similar technologies preferred.
- Technical Skills: Proficiency in Microsoft Office Suite, database systems, and support ticketing tools.
- Attention to Detail: Strong focus on accuracy, ensuring high-quality menu data for AI optimization.
- Organizational Skills: Ability to manage multiple onboarding projects simultaneously while meeting deadlines.
- Communication & Coordination: Excellent verbal and written communication skills to interact with restaurant partners and internal teams effectively.
- Problem-Solving Abilities: Capability to troubleshoot and resolve menu discrepancies quickly and efficiently.
- Goal-Oriented: Ability to meet key performance indicators (KPIs) and SLAs to maintain high onboarding standards.
- Education: High school diploma required; relevant experience in data entry, restaurant technology, or customer support preferred.
- Shifting Schedule: Morning and Night Shift
- Onsite: Yes
