Customer Operations Associate

ResQwas founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their 🛠 repairs and maintenance, empowering them to focus on their customers.

Repair and maintenance is the heartbeat of any restaurant's operations, yet the existing management methods are complex, expensive, and time-consuming. With ResQ, restaurants can simply get connected to qualified service providers, submit jobs, track progress, and pay, all in one place.

We are trusted by the world's leading restaurant brands and are venture-backed by top-tier global VCs - and we are just getting 🚀 started!

Hello 👋 Future ResQer!

ResQ is seeking a Customer Operations Associate to strengthen our operations team and enhance our platform’s effectiveness. This role focuses heavily on fostering relationships with both new and existing partners, ensuring their success through data-driven strategies and performance optimization.

We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most important choices we’ll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.

We thrive on being transparent and we know Customer Operations requires a certain interest and discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let’s connect later!!)

Are you nodding your head with excitement at the idea of:

• Building and fostering relationships with our vendors
• Supporting our vendors and resolving any problems that may arise
• Being data and metrics driven
• Educating partners on ResQ’s offerings

What You Will Do:

• Onboarding & Training: Guide new and existing partners onto the platform through set up and training to navigate ResQ effectively.
• Strategic Problem Solving: Address and resolve partner issues, using insights and data to drive enhancements in ResQ’s platform and operations.
• Metric-Driven Management: Track and analyze key metrics related to partner health and revenue to ensure performance targets are met. Your decisions will be backed by data, driving continuous improvements.
• Cross-Functional Collaboration: Collaborate with internal teams such as sales, product and customer success to support overall operational objectives.
• Support & Relationship Building: Develop and maintain close, trust-based relationships with partners. You'll be the go-to support, assisting with scheduling, documentation, and other operational tasks. You will help them optimize and grow their engagement with ResQ's services.
• Educational Outreach: Proactively educate partners on ResQ’s offerings, ensuring they are fully informed and able to leverage our services for maximum benefit.

Who You Are:

• 2+ years of operations, customer service or account management experience, preferably in a tech or service-oriented industry.
• Your approach is rooted in a metrics-oriented mindset, with a keen focus on achieving and surpassing targets through informed strategies.
• With a background in support, you are adept at managing partner expectations and ensuring their needs are met with exceptional service.
• You are flexible, able to handle the dynamic challenges of a marketplace environment, and committed to long-term partner success.
• Your meticulous nature ensures that no detail is overlooked in managing partner accounts, maintaining accurate records, and executing strategies with precision.

Nice to Haves:

• Experience as a service technician, or working with service technicians is a valuable asset, providing a solid foundation for understanding partner dynamics within these sectors.
• Experiencing working in technology marketplaces is a valuable asset.

How you will do it:

• A self-starter: You wake up, form a plan, and get going!
• Practice extreme ownership - including exhibiting a bias for action: A deep desire to understand all parts of our business, including our customers, and partners; taking risks, adapting and learning till you succeed; a mindset to persevere!
• Be open to feedback; listen, learn, and iterate. We’re all One Team!
• Live and breathe a customer-first mindset, one that cares deeply about the customer experience and sets new standards for service.

What to expect as a candidate:
While we are never perfect, we have aimed to build a process that fosters fairness and helps to minimize bias; this includes structured processes and interviews. Our goal is that everyone interviewed has a positive experience, regardless of the outcome.

Stage 1️⃣: Send us your resume and a note about how your story connects to ours. Feel free to focus on what you have learned rather than just a list of responsibilities. Tell us your story! We’ll aim to tell you quickly if it is not the right fit so you are always informed.

Stage 2️⃣: Successful candidates will meet with People and Talent Lead.  It will be standardized to keep things fair but also with enough room to show your uniqueness. We’ll communicate the salary range now for full transparency. If you like us and we also think there is a fit, we’ll invite you to the next stage.

Stage 3️⃣: A Data Assignment that will be sent to you to complete. Successful candidates will then move into the next interview stage. 

Stage 4️⃣: An interview with the hiring manager and another team member who will ask you more in depth questions about your experience and skills. Come with questions! 

Stage 5️⃣This round will involve meeting our Head of Strategy & Operations and a Senior Manager. We will go through some more questions (who doesn’t love more questions…) and leave time for you to ask questions to our team.

Stage 6️⃣: This is the final stage in the process where you will meet our CEO, KJ. This stage will be more of an introductory call and less focused on your in depth skills and knowledge.

Want to learn more? 👀 Keep Reading!

We are a mission-driven team and have a big vision to revolutionize the service industry. While on that journey, we recognize that building a startup is very hard. Turning vision into reality in a fast-growing environment takes superhuman efforts and is often one of the most difficult, yet rewarding, things one can do.

We do our best to ensure transparency during all stages of the interview process but we realize it's a lot of information 📚 to take in at once so we wanted to centralize everything to make it easier for you to navigate through. We have created a Talent Notion page which will help you learn more about us during the recruitment process.

We are spilling the Tea 🫖 on all things ResQ, click hereif you want access to the inside scoop 💬 Tell your friends, because sharing 🫶 is caring 🧡_____________________________________________________________

ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users. ResQ is an equal opportunity employer. We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law. ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.
Not Sure You Meet all the Requirements? We know the confidence gap can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you!