The Operations Coordinator is a customer facing part of our Operations team with our high visibility Enterprise and MidMarket clients. This position will support the rollouts associated with Enterprise and MidMarket clients by ensuring clear and streamlined communication and processes for franchisees. This role will work cross-functionally with the rest of the Operations team, Enterprise Sales, Enterprise Professional Services, Sales Operations, Fulfillment, and Account Management teams to develop business processes and implement improvements based on customer requirements. The position will be required to manage day-to-day activities which includes processing requests and also training and coaching other Operations agents to process all the applicable operational requests.

Work hand in hand with cross-functional teams to improve processes to support Enterprise and MidMarket clients
Provide exceptional service to our customers and highly accurate input into our customer relationship management system (Salesforce.com)
Provide world class customer experience over the phone (~15+ calls/day)
Look for gaps in the customer journey experience to anticipate potential issues and work to resolve them in advance 
Assure quality of all completed orders by resolving any issues or discrepancies
Have a hands-on approach to complex situations/escalations and work to resolve them
Manage customer and other internal Revel team needs and escalations via phone or email
Support other Operational teams on an as-needed basis

Minimum 2 years of operations, sales operations, technical support or other customer-facing roles
Bachelor’s Degree in Business, Accounting or other quantitative related fields is preferred
Strong experience with the entire MS Suite and Google Business Suite
Proficient written/spoken English is a must
Ability to work late evening/night shifts: Mon-Fri 6:30 pm - 3 am
Experience in a POS technical support environment is a plus
Experience with ERP (NetSuite preferred) or CRM (Salesforce preferred) software is a plus
Experience with a ticketing system (Service Cloud preferred) 
An aptitude for acquiring skills in technical areas and an eagerness to learn

We are a product company: we influence product development decisions and create tools for driving foodservice businesses to success
We love what we do: amazing colleagues and friendly team vibe
We care about technology and quality: our tech initiatives are bottom-up
We care about you: remote work, employee health insurance, accident insurance, referral bonus
We take your career seriously: 40% of our employees changed roles in 2020
We invest in you: internal training programmes and free Udemy license for training online
We recognize our talents: our Best of the Best receive rewards every quarter, this year they are going to California, would you like to join?
We share our success: available Profit Sharing Plan for employees (based on eligibility)
We have fun: office happy hours, board game nights and company outings
Taxi for employees starting or ending shifts within night hours