ABOUT US:
We are a quick-service restaurant group based in Western Canada. We started with 1 store in 2017, and now we have over 23 locations and we’re still growing! We are looking for someone who can grow with us.
ABOUT THIS JOB:
Work hours: Mon-Fri, 9:00 AM – 5:30 PM PST
The Customer Success Operations Assistant is responsible for providing high-quality customer service by monitoring guest complaints and franchisee requests, using critical thinking skills to identify and resolve issues on various platforms, and escalating complex cases to the appropriate teams. This role also provides administrative support to the Franchise Team.
KEY RESPONSIBILITIES:
1. Customer Support
– Monitor guest complaints and use critical thinking skills to identify and resolve issues, improve processes, and escalate complex cases to the appropriate teams for further resolution on all platforms.
– Create and maintain comprehensive documentation of guest interactions, transactions, comments, and complaints, ensuring accuracy and confidentiality
– Provide high-quality guest service ensuring a friendly and professional tone in all written communications to create a positive customer experience
2. Franchisee Back-End Admin Support
– Assist day-to-day backend operations ensuring smooth experiences (Examples: Business hours, item availability & menu updates)
– Assist new operators with Franchisee onboarding / new store opening back-end tasks
– Write & send out supplier updates or memos using Notion
3. Corporate Team Administrative Support
– Follow & execute repeating SOPs assigned by the Business Operations Manager
– Manage and update databases, ensuring accurate and up-to-date information
– Collaborate with suppliers to gather updates and ensure timely and accurate communication to the relevant teams
– Assist ad hoc projects (ex: menu update)
4. Data Entry & Reporting
– Assist the Franchise team with tasks such as data entry, document preparation, filing, creating reports and maintaining records
– Create weekly reports of aggregated guest feedback and ratings from all platforms
REQUIREMENT:
– Availability to work Mon-Fri, 9:00 AM – 5:30 PM PST
– 2+ years of proven experience in customer service & administrative roles
– Excellent verbal and written communication skills, with the ability to effectively present complex information and build relationships with stakeholders
– Intermediate proficiency in using office software and social platforms, including:
– Microsoft Office (Excel, Word, etc.)
– Google Suite (Gmail, Google docs, sheets, etc.)
– Notion
– Facebook, Instagram, Google My Business
– High attention to detail and accuracy in data entry and record-keeping
– Ability to organize, prioritize and manage time effectively
– Self-motivated and able to work independently with minimal supervision
– Critical thinking and problem-solving abilities
– Customer-centric focus
– Knowledge of Quick Service Restaurant operation is a plus
– Access to a working laptop, smartphone and reliable high-speed internet connection
TO APPLY:
1. Create your resume using Notion (show us your Notion skills!)
2. Use to record your answers to the question attached below on this page.
3. Attach the voice recording link to a Notion page.
4. Ensure your link is visible to us and submit your link here: /UHfMfwqQgUzayuv38
Question: A guest leaves a negative review about a recent experience with a franchisee’s location. How would you address and resolve this complaint? Please outline the steps you would take from identifying the issue to following up after resolution.
APPLY FOR THIS JOB:
Company: The Glow Girl Life
Name: Clare Lee
Email: