About kea

Launched in 2018, kea is changing the way restaurants operate. We've built a SaaS voice product that takes calls on the behalf of the restaurant, helping customers place their orders without having to speak to someone in the store. This allows the restaurant to stop context-switching and focus on what they do best: making great food. We've raised $18m to date and we're building an amazing team to drive the world's restaurant commerce. We've experienced over 500% year-over-year revenue growth, and plan to continue that trend by providing even more value for our customers through our technology. There are tens of thousands of restaurants out there that need kea, and we're building for them.

Our Commitment as a team

We are one unit moving at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the role

kea is looking for an experienced, passionate, and humble Customer Success Operations Lead to join our team to help us scale to the next level. This position is a mix of Customer Success and Customer Support, we are looking for someone obsessed with helping and supporting our customers. We have organically put together processes to support our customers and are looking for someone who can amaze our clients through every stage of the customer lifecycle. You must be experienced in building a Customer Success department from an early stage. This includes implementing new technology, building SOPs and supporting a team to adopt your vision and execute.

You will be successful if you are a people-focused leader with proven ability to build creative, collaborative teams, develop people, and link performance to overall business objectives. You must be comfortable working with other departments serving as the connective tissue between Operations, BPOs, Sales, Technology and our customers to create maximum value.

What you’ll do

  • Create the framework and own the Customer Success vision and execution
  • Integrate Zendesk or similar platforms
  • Create processes to seamlessly support customers through Onboarding, Adoption, Escalations and Renewals.
  • Lead and develop a small, agile and mighty team
  • Establish and maintain strong relationships kea Leadership, Sales and our BPO partners
  • Analyze the company’s wealth of data, surface actionable insights and make informed recommendations beneficial to the business’ long-term goals
  • Create a culture of accountability and execution through data driven strategies
  • Present results back to the business in a structured, data-driven manner

What sets you up for success

  • 8+ years in progressively responsible Customer Success, Customer Support and/or Analyst roles, preferably in a fast paced technology startup environment
  • Advanced skills in excel and data analysis
  • Data driven decision maker with a strong focus on execution
  • Team player with track record of partnering with Sales, Product, BPOs and other cross-functional stakeholders to deliver results
  • Strong problem solving and ability to exercise sound judgment
  • High level of integrity and dependability with strong sense of urgency
  • Like getting in the weeds and making projects happen
  • Deep experience implementing and using Zendesk
  • Analyst experience a plus

What we offer

  • Generous stock option plan
  • 100% employer-paid medical and mental health care benefits. Vision and dental also available.
  • Flexible time off
  • Remote work
  • Ownership, responsibility, and empowerment in what you do
  • Incredible teammates and a caring workplace culture