Job Description

Key Responsibilities:
1. End-to-end product knowledge: Understand our SaaS platform's features, functionality, and technical requirements.
2. Onboarding expertise: Develop and execute tailored onboarding plans for restaurant partners.
Understanding of restaurant layout and building the same in SaaS platform
3. Query resolution: Address technical and operational questions from restaurant personnel via phone, email, or in-person.
4. Relationship building: Establish trust and rapport with key decision-makers and end-users.
5. NPS (Net Promoter Score) improvement: Consistently deliver high-quality onboarding experiences, driving positive feedback.
6. Process optimization: Identify and suggest improvements to onboarding processes and documentation.
7. Collaboration: Work closely with the Central Operations team, Sales, and Product teams to ensure alignment.
Key Skills:
Essential:
1. 1+ years of experience in customer-facing roles (onboarding, support, or success).
2. SaaS platform knowledge (food tech or restaurant industry experience a plus).
3. Excellent communication, interpersonal, and problem-solving skills.
4. Ability to understand technical concepts and communicate them simply.
5. Strong analytical and troubleshooting skills.
6. Organizational expertise: Manage multiple onboarding projects simultaneously.
Desirable:
1. Restaurant or hospitality industry experience.
2. Familiarity with customer success platforms (e.g., Reserve Go etc).
Performance Metrics:
1. Onboarding completion rate.
2. NPS scores.
3. Customer retention rate.
4. Time-to-value (TTV) reduction.
5. Quality of onboarding documentation.
It will be under CIEL HR Services Payroll.