About us

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 play to win the long game. We are compassionate and care for others. We are open and transparent. 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 Representative 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 clients. You will help to onboard new clients and proactively/reactively address customer issues as they arise.

You will be successful if you enjoy interacting with customers and other departments to help improve our client’s experience. You will interact with customers through phone, text and kea’s ticketing system and must be very detailed, punctual and professional in all communication.

What you’ll do

  • Promptly answer inbound text messages, telephone calls and chats and respond to customer inquiries and service requests in a professional and courteous manner.
  • Support onboarding of new customers by creating accounts in kea’s database, verifying telephony setup and answering questions
  • Help maintain kea’s knowledge base for customers and assist in the creation of new SOPs
  • Escalate important communication and issues to kea Account Management and Leadership
  • Monitor reports for potential issues and take action to resolve
  • Document all activities and keep accurate records
  • Contact Restaurant partner locations as needed to facilitate order recovery

What sets you up for success

  • 4+ years with increasing responsibility in a Customer Success or Customer Support positions
  • Experience using a ticketing or CRM platform such as Hubspot
  • Strong professional communication skills and ability to change communication based on mode of communication; text, phone or email
  • Team player with track record of partnering internal and external stakeholders to support projects to completion
  • Strong problem solving and ability to exercise sound judgment
  • High level of integrity and dependability with strong sense of urgency

What we offer:

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