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 empower restaurants to own their deliveries.
Food delivery is a growing part of our routines. It’s easy, convenient, and there are more and more restaurants available. And the current global pandemic has contributed to further accelerate this trend. However, not everything is perfect. Most restaurants and food businesses wanting to capture the delivery opportunity often have to choose between the steep costs of selling through delivery marketplace apps, and the complexity of setting up and running their own delivery operations.
Kitch is here to fix this. We are a technology company that builds the platform for restaurants of all sizes to own and to make the most of their online deliveries, regardless of the channels they use, while providing the highest standard of experiences to their customers. This means that we want restaurants to take back control of their deliveries: maximizing their delivery sales, gaining back the relationship with their customers, letting go of the complexity of doing delivery over multiple channels, and reducing their costs.
There is much to do, many things to build, and we are literally just getting started. This is a ground-floor opportunity to join a startup in a fast-growth space in a seed stage. 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.
This is a ground floor opportunity at a seed-stage startup.
You are passionate about building something from scratch. You are customer-centric and obsessed with providing the most delightful experiences. You are a foodie, and are excited about embracing the challenge of reinventing how it gets to everyone’s home, enabling restaurants and customers to benefit from technology and innovation. Bringing a new concept to an industry that is largely established gets you truly thrilled.
You are organized and thrive working under pressure and multitasking. You are proactive, willing to communicate with customers through the most variable channels, empathetic and capable of de-escalating a difficult interaction with distinctive stakeholders.
Last but not least you have a great attitude and are a team player.
We are looking for a Customer Support team mate to drive the efforts ensuring everyone has a great experience with Kitch.
Kitch has multiple 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 providing feedback to always have the best processes and experience so that customers don’t need support in the first place. And it means providing them with the best customer support journey whenever they need it - a support that is timely, that clearly addresses the issue, and that goes above and beyond expectations.
Your first goal is to operate customer support. As a startup, we all must wear different hats. We expect you to join a really small team, you will be the first one doing customer experience for the Spanish market, so you would be a key piece of operating the customer support being on the frontline when interacting with Eaters, Restaurants and Delivery partners. This includes fielding time-sensitive calls (either inbound or outbound) to keep our customers aware of their order status every time that may be needed. Also, this position requires attentive supervision of orders’ status and interacting with delivery partners whenever needed.
Your second goal is to continuously improve operations, starting by adapting them to the Spanish context. We need you to be aware of the points that may be improved, are not working properly, may be leaner and have the organization to register them and cascade it to your team manager. The mindset should always be: “How can we improve every day? Where are the major gaps and how can I fill them?”. You would need to adapt and integrate current processes to the Spanish market nuances since you would be the first associate in charge of this market.
Your third goal will be to be on top of follow up work. Some cases may need special attention and follow-up action, restaurants may request some support that we can provide later (not at rush hour, per example). So it’s really important to be organized and register all these situations when they arise, and follow up as soon as possible.