Customer Operations Executive

Atlas is building the operating system for restaurants. The easiest way to start, run and grow any restaurant online and offline. Atlas helps restaurants power online storefronts, point of sale, 3rd party logistics, sync with food platforms, activate customer loyalty, connect with other tools, leverage AI and a lot more. Team and investors are from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator and others.

Read our hiring memo here. 

Role information

• We’re looking for someone to run end-to-end onboarding for new merchants and handle requests from existing merchants — resolve issues fast, keep standards high, and drive satisfaction and NPS up up up.
• Team: Customer Operations
• Location: Singapore
• Working hours: This role is a full-time in-person role; regular office hours apply.

You will

• Handle new customer onboarding from end to end, and ensure Atlas is set up perfectly.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Project manage merchant launches end-to-end — coordinating timelines, tracking blockers, and ensuring nothing falls through the cracks.
• Supervise incoming messages from merchants and make sure they’re resolved with high standards.
• Travel to merchant locations for hardware installation, training, Atlas setup, and troubleshooting (tablet/printer installations, network configuration, etc.).
• Provide accurate, valid and complete information using the right methods/tools.
• Supervise customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Identify and assess customers’ needs to achieve satisfaction.
• Meet personal/customer ops team performance targets.
• Work from our Singapore office daily. This is not a remote or hybrid role.
• Take the extra mile to delight customers.
• Any other ad hoc tasks as assigned from time to time.

Service levels of team

• Achieve NPS (Net Promoter Score) of 90.
• Achieve <5 mins wait time for messages across the team.
• Be able to onboard 5 merchants per week.
• Achieve average resolution time of <1 hour.
• Write everything that needs to be done or remembered down.
• Process 100% of tasks/messages every day (WhatsApp, Linear, Slack, Gmail, Front, etc).