Customer Success Operations Assistant

OVERVIEW
We are a quick-service restaurant company based in Canada. We are looking for a Customer Success Operations Assistant, who is responsible for providing high-quality customer service by monitoring guest complaints and franchisee requests, using critical thinking skills to identify and resolve issues, and escalating complex cases to the appropriate teams. This position alo creates and maintains reporting processes to gather data and provide administrative support to the Franchise Team.

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. Administrative Support (Franchise Team):
– 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
– 2+ years of proven experience in ****customer service & administrative roles
– Availability to work Mon-Fri, 9:00AM – 5:30PM PST
– 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.) or
– Google Suite (Gmail, Google docs, sheets, etc.)
– Notion
– 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
Use Click to view to record your answers to the following question, attach the voice link to a Notion page with your resume and send us the Notion link.
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.