Customer Operations Executive

Atlas is building the operating system for restaurants. The easiest way to start, run and grow any restaurant online and offline. Atlas helps restaurants power online storefronts, point of sale, 3rd party logistics, sync with food platforms, activate customer loyalty, connect with other tools, leverage AI and a lot more. Team and investors are from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator and others.

Read our hiring memo here.

Role information

• We’re looking for someone to run end-to-end onboarding for new merchants and handle requests from existing merchants — resolve issues fast, keep standards high, and drive satisfaction and NPS up up up.
• Team: Customer Operations
• Location: Singapore
• Working hours: This role is a full-time in-person role; regular office hours apply.

You will

• Handle new customer onboarding from end to end, and ensure Atlas is set up perfectly.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Project manage merchant launches end-to-end — coordinating timelines, tracking blockers, and ensuring nothing falls through the cracks.
• Supervise incoming messages from merchants and make sure they’re resolved with high standards.
• Travel to merchant locations for hardware installation, training, Atlas setup, and troubleshooting (tablet/printer installations, network configuration, etc.).
• Provide accurate, valid and complete information using the right methods/tools.
• Supervise customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Identify and assess customers’ needs to achieve satisfaction.
• Meet personal/customer ops team performance targets.
• Work from our Singapore office daily. This is not a remote or hybrid role.
• Take the extra mile to delight customers.
• Any other ad hoc tasks as assigned from time to time.

Service levels of team

• Achieve NPS (Net Promoter Score) of 90.
• Achieve <5 mins wait time for messages across the team.
• Be able to onboard 5 merchants per week.
• Achieve average resolution time of <1 hour.
• Write everything that needs to be done or remembered down.
• Process 100% of tasks/messages every day (WhatsApp, Linear, Slack, Gmail, Front, etc).

Requirements:
Culture (non-negotiables)

• Bias for action. You start and get things done. You take initiative and drive things forward.
• Extreme reliability. You do what you say you'll do. You own your mistakes and learn from them quickly.
• Customer obsession. Customers pay the bills, not the CEO. You understand this deeply.
• High standards. You care about every detail.
• Hard worker. You're willing to put in the hours when the job demands it. You have a track record of working hard.

Minimum requirements

• Based in Singapore with a valid work authorisation (Singaporean, PR, or existing work pass).
• Customer-facing experience. You've dealt with customers before and know how to handle them professionally.
• Strong written and verbal communication. You can write a clear message and hold a professional conversation.
• Comfortable with technology. You can learn new software quickly and enjoy figuring out how things work.
• Organised and reliable. You write things down, follow through on commitments, and stay on top of every detail.
• Available for full-time, in-office work. This role requires daily presence at our Singapore office and regular travel to merchant locations.

Preferred requirements

• F&B or hospitality experience. You've worked in restaurants, cafes, hotels, or food delivery. You understand how kitchens operate, what POS systems are, and why a printer going down during lunch rush is a crisis.

• Project management experience. You've coordinated multiple stakeholders, managed timelines, and kept everyone aligned.
• Hardware comfort. You've set up equipment before (tablets, printers, routers) and enjoy the hands-on problem-solving that comes with on-site troubleshooting.
• Startup or fast-paced environment experience. You've thrived somewhere where things move quickly and you helped shape processes as you went.

Benefits:
What’s in it for you

• Work with a fast-growing, at the same time, lean and mean team, to make a real-world impact.
• Have a lot of ownership and drive your own results and progression.
• Smart people who sweat the details and push for the highest standards.
• Training and in-house opportunities to help you grow.
• Other benefits include a competitive compensation package, birthday leave and sick leave.