Lisbon, Lisbon, Portugal
Do you want to join us in building something new at the intersection of food and technology to help advance the restaurant industry and connect everybody with their favorite meals?
Then Kitch might just be the right thing for you!
Kitch is a venture-backed firm that is on a mission to get your favorite restaurant to step into your home, and deliver you a worthy dining experience.
Food delivery is a growing part of our routines. It’s easy, convenient, and there are more and more restaurants available. However, not everything is perfect. Many of our favorite restaurants still don’t make it to our dining tables. And most restaurants haven’t conceived their food to travel across town inside a backpack, on a motorbike.
Kitch is here to fix this. We’re a kitchen. We are not a delivery app, and we are not a restaurant. We’re a kitchen that is distributed all over town and that houses the most exciting restaurants. A kitchen where the most creative chefs will cook new and exclusive dishes, as well as their most popular classics. A kitchen where everything is designed from scratch to order food and eat it at home — from the ingredients to the packaging.
We are a Lisbon-based startup and our team is composed of former executives at major tech, food-delivery, and food & beverage companies and brands internationally, with extensive startup and strategy consulting experience. We are looking to grow and develop by attracting extraordinary people with outstanding talent.
You are passionate about building something from scratch. You are customer-centric and obsessed about providing the most delightful experiences.
You are excited about bringing a new concept to an industry that is largely established.
You love food, and you are excited about embracing the challenge of reinventing the kitchen for the modern age, enabling restaurants and customers to benefit from technology and innovation. Bringing a new concept to an industry that is largely established is something you look forward to doing.
Finally, but not least importantly, you have a great attitude and are a team player.
We are looking for a Customer Experience Associate to drive the efforts to ensure that everyone has a great experience with Kitch.
As the kitchen for the best food delivered at home, Kitch has different types of customers - the Eater, the Restaurant and the Delivery partners. Your overarching goal is to ensure that all of these customers have a great experience with Kitch. More specifically, this means setting up the right processes and helping to craft the ideal experience so that customers don’t need support in the first place. And it means providing them with the best customer support journey if they need it - a support that is timely, that addresses the issue, and that goes above and beyond expectations.
This is a ground floor opportunity at a seed-stage startup. This means that you will be the first person of the Customer Experience team, and we expect you to play an important role on how this team develops and grows in the future.
Your first goal is to script and structure customer support. It’s early days at Kitch and in our goal to create the best delivery experiences, with the favorite restaurant brands in the city, through multiple channels is just getting started. Understanding what are the key touch points of customers through their journey with Kitch, and helping the Operations team to structure and script key interactions will be one of your main goals.
Your second goal is to operate customer support. As a startup, we all must wear different hats. We expect you to not only help structure the customer support journey, but also to operate it and to be on the frontline when interacting with Eaters, Restaurants and Delivery partners. This includes fielding calls and inbounds, which are usually time-sensitive, and also supervising the status of orders and delivery couriers, interacting with our delivery partners whenever needed.
Your third goal will be to help us scale the Customer Experience team. As Kitch grows, so will the Customer Experience team grow. Help us understand what are the biggest priorities and pain points so that we can scale the team in a way that both provides customers with great experiences, but is also cost-effective.