Regional Customer Support Manager

inline is a software startup focused on maximizing restaurant efficiency by managing tables and reservations. We have thousands of restaurants including leading chain brands, Michelin-starred restaurants, shopping malls, and busy brick-and-mortar restaurants. We also partner with food-tech platforms, social apps, and various media services to grow exposure and business for inline restaurant customers. Our team is launching and exploring more global opportunities in key cities, including Taipei, Tokyo, Osaka, Hong Kong, Macao, Singapore, Kuala Lumpur, Vancouver, Melbourne, Sydney, and the cities in the US,etc. For people with solid professional skills and talent, who are highly motivated to expand their careers and learn in a fast, flexible environment, we have several opportunities to build the business with our team and write the legend with inline for the next thousand partners at a rapid pace.

The Role

At Inline, the regional customer support manager is to ensure Inline meets its obligations and commitments by responding to customer inquiries in an accurate and timely manner for each site and developing and maintaining excellent working relationships with restaurant partners and various internal departments to carefully and effectively address customer support concerns.

You will be consistently creating and delivering a strong level of customer service to all of our current and future customers. This position requires collaboration with other departments to proactively improve the customer experience for a rapidly growing customer base in our operating market.

To succeed at Inline, you must be aggressive, high-energy, highly organized, result-driven, and hard-working. As a customer success manager, you will work cross-functionally with restaurant partners, customer success, sales, revenue ops, product, and dispatch operations to manage and optimize restaurant relationships and provide maximum value for both inline and its clients.

If this sounds like you – read on!

Key Responsibilities

• Deliver high-performing customer support by answering every support channel as calls, online tools, emails, or in-person. etc in the operating market.
• Design and define the workable technical SOP & solutions, support logic, and training guidelines and differentiate the issue type in a professional manner, exceed customer expectations and ensure every aspect of ownership is a true pleasure for different countries.
• Actively contribute to the achievement of monthly delivery and targets, etc by meeting and exceeding individual KPIs.
• Maintain an overview of site performance, ensuring accurate forecasting and efficient production.
• Full end-to-end people management across your team including setting shift patterns, recruitment, absence & development.
• Act as second-line personnel for customer complaints within your area of responsibility. You must create urgent SOPs and coordinate with relevant departments during major customer complaints or system incidents.
• Maintain comprehensive product knowledge in respect of TMS, food ordering, and new vertical processes and customer support solutions. Conduct the analysis on a regular basis.
• Precisely document issues and data in the CRM support systems.
• Perform additional responsibilities as assigned to meet business needs.

Preferred Experience & Personal Traits：

(1) Functional and Career Experience

• 12+ years of proven experience in technical support or call centers in an F&B industry or SaaS software is preferable.
• Experience leading a customer support team.
• Regional and International professional experience is a plus.

(2) Leadership and Management

• Track record of successful cross-functional working relationships. Distill insights and information and lead deftly across the many aspects of customer feedback and found for leadership and the team
• A data-driven approach to decision-making to determine project performance grounded in analytical thinking.
• Strong Excel and data management skills.
  
  

(3) Personal Traits:

• A natural problem-solver who can work through challenges and navigate comfortably in ambiguity.
• A reliable partner, strategic thinker, interpersonal communicator, and a hands-on doer to contribute with strong common sense.
• Self-motivated, work independently, and has a sense of priority.
• Confident and able to challenge appropriately where needed.
• Fluent in English, Mandarin and Business-level Japanese is a plus.