People Ops Lead

About the company

Atlas is building the operating system for restaurants. The easiest way to start, run and grow any restaurant online and offline. The fun team at Atlas previously built Grain, a venture-backed online restaurant, to millions in revenue. Atlas helps restaurants power online storefronts, POS, 3rd party logistics, sync with food platforms, connect with other tools, leverage AI and a lot more. Atlas on average helps customers 6X basket size, 2X sales, and decrease manpower costs by 10%. Existing customers include Les Amis Group, Chye Seng Huat Hardware, SaladStop, The Coconut Club, Guzman y Gomez, Haidilao, Poke Theory, etc. Team and investors are from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator and others. 

About the role

Team
- Customer Care

Working hours
- This role is a full-time role, 2 shifts to choose from (4-day workweek only but longer hours), days subject to change:
* Wed, Thu, Fri, Sat (GMT+8 9AM -> 9PM)
* Sun, Mon, Tue, Fri (GMT+8 9AM -> 9PM)

Working location
- Remote

Company description
- Atlas is building the operating system for restaurants. Atlas is the easiest way to start, run and grow any restaurant online and offline. We are the team that previously built Grain, a venture-backed online restaurant, to millions in revenue. Team and investors are from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator and others. atlas.kitchen

Mission/Description
- Provide world class customer care and create WOW experiences. Be the secret weapon of the company.

Outcomes
- Achieve NPS (Net Promoter Score) of 90.
- Achieve <3 mins wait time for calls.
- Achieve <5 mins wait time for messages.
- Achieve <30 mins wait time for email.
- 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, Aircall, etc).




 

About you

Competencies/Requirements
- Proven customer support experience or good ability to learn.
- Strong phone contact handling and active listening.
- Familiarity with CRM systems and practices.
- Ability to start and get things done.
- Attention to detail.
- A team player who works effectively in a team-based organisation, collaborates cross-functionally, and builds support and alignment around goals and objectives.
- Focus on delighting customers. Does the CEO pay the bill? No! The customers pay the bill.
- Pursue excellence. Hold yourself and everyone to the highest standards. Care about every single detail. Every detail matters when you want to achieve greatness.
- Be extremely reliable. Always do what you say you will do. Don’t give bullshit excuses. Don’t make the same mistake twice.
- Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
- Communication. Speaks and writes clearly and articulately.
- Fast and reliable internet connection.

Responsibilities
- Manage large amounts of incoming messages from merchants.
- Provide accurate, valid and complete information using the right methods/tools.
- Handle logistics for ongoing delivery orders, if any.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Meet personal/customer service team performance targets.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to delight customers.
- Any other ad hoc tasks as assigned from time to time.

What's in it for you?

What’s in it for you
- Work with a fast growing, at the same time, lean and mean team, to make real world impact.
- Have a lot of ownership and drive your own results and progression.
- Smart people who sweat the details and push for the highest standards.
- Training and in-house opportunities to help you grow.
- Other benefits include a competitive compensation package and birthday leave.

How to apply?

How to apply? Simply click "apply" and share the below info:
- Read this important memo first: atlaskitchen.notion.site/Atlas-is-hiring-10X-people-be57413d013f441fa02a6afc856ea04b
- Start message with "Hey People Ops team"
- Make a sentence with the words "zebra" and "light sabre"
- Attach your resume or LinkedIn profile