Customer Operations - Support Lead

About us:

Momos is a rapidly growing company headquartered in Singapore and San Diego. Our mission is to help food and beverage, retail, and other multi-location businesses drive their entire customer lifecycle, all powered by AI.

At Momos, our core principle is putting our customers at the forefront of everything we do. Since day one, we have embedded valuable feedback and input from our partners into our company culture and product. This collaborative approach has been instrumental in creating a solution that truly meets the needs of our customers. Today, we are proud to be trusted by over 5,000 businesses globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.

About the role:

As a Customer Operations - Support Lead, you will be a pivotal team member in ensuring the highest levels of service for our users. You’ll oversee the day-to-day of the Customer Operations team, building and managing processes that enhance team efficiency and collaboration. You’ll also play a critical role in building a team to support our growing operational needs.

Key Responsibilities:

• Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries.
• Create new processes, and update existing ones to be scalable
• Communicate and promote alignment between cross-functional teams
• Personally own:

1. Weekly performance reporting to track and communicate progress.
2. Monthly training sessions to enhance internal team skills.
3. Monthly audit sessions to ensure adherence to quality standards.
4. Share insights and plans to address potential issues ahead of time.

• Oversee team processes such as:

1. First-touch responses and proactive customer communication.
2. Resolution tracking and effective problem-solving.
3. Management of tickets across internal and external channels.
4. Regular communication with the team to identify weak points or process gaps.

• Work closely with the Head of Customer Operations and senior leadership.
• Take ownership of hiring and developing a team.
• Raise the team’s operational excellence for Customer Support to new highs
• Work with teammates to implement scalable processes.

Key Performance Indicators (KPIs):

• Maintain high CSAT scores.
• Meet or exceed First Response Time targets.
• Improve ticket resolution times.
• Reduce user-raised ticket percentages by refining internal processes and preemptive support strategies, aiming to enhance the customer experience by addressing potential challenges before they escalate.

• 6 to 10 years of overall experience with at least 2 - 5 years of proven team lead experience in customer operations/ customer support.
• Strong operator mindset and a track record of tackling challenging scenarios ensuring the customer operations function works like a clockwork.
• Proactive mindset, eager to learn, and committed to continuous professional development.
• Excellent interpersonal skills, maintaining a positive demeanor and outstanding communication abilities.
• Ability to work independently while also leading a team. You will be required to roll our shelves along with the team you manage quite often.
• Passionate about working with customers and dedicated to exceeding their goals.

• Competitive salary and bonus scheme
• Private medical insurance
• Paid time off and a flexible working culture
• Opportunities for rapid career advancement
• A dynamic and inclusive company culture
• Access to the latest technology and tools for personal development
• Comprehensive onboarding program for new employees
• Employee recognition programs for outstanding performance

Cultural Values

• Mission-driven and fast-paced, entrepreneurial environment.
• A collaborative and flat company culture.
• Comprehensive private health insurance.
• Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel!).
• Cross-cultural team bonding/networking.
• Love Food? Join our Team!

Equal Opportunity

Momos is an equal-opportunity workplace where we embrace diversity and different cultures. We started as an international company and know that building an organization with different experiences, thoughts, and opinions allows our team to grow and excel.