Customer Operations Associate (Remote - US hours)

About Us:

Momos is a rapidly growing company with its headquarters in Singapore and the United States. As part of our company's growth strategy, we are actively expanding our operations in the APAC region. Our main mission is to help our brands create happier customers at every location with AI. 

Momos is the Customer Experience Management Platform for multi-location brands. We work with groups such as Shake Shack and Baskin Robbins to power the entire lifecycle and automate everything with AI. Today, we are proud to be trusted by businesses globally. If you love to hustle and want to work for a mission-driven company, we would be thrilled to have you join our team.

About the Role:

As a Customer Operations Associate, you will be a pivotal team member in ensuring the highest levels of service for our users. You’ll be involved in the day-to-day operations of the Customer Operations team, building and managing processes, and working with customers to solve their problems in a timely & efficient manner. You’ll also play a critical role in building out the future of Momos Customer operations team working on projects 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

• Be involved in processes & tasks such as:
• First-touch responses and proactive customer communication.
• Resolution tracking and effective problem-solving.
• Management of tickets across internal and external channels.
• Regular communication with the team to identify weak points or process gaps.

• Work closely with the Head of Customer Operations and senior leadership.
• 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.

Requirements

• 5 to 8 years of overall 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.
• Willing to work in US hours.
• Passionate about working with customers and dedicated to exceeding their goals.

Benefits

• Competitive salary and bonus scheme 
• Nightshift allowance
• Private medical insurance 
• Paid time off and 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
• Participation in industry conferences and events 
• A supportive environment that encourages innovation and creativity

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!