Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
In Person
Customer Experience & SupportCustomer Success
About the job
Requirements
Fluent in Mandarin Chinese and professionally fluent in English to support Mandarin-speaking clients in an international environment.
A bachelor's degree in business, technology, engineering, or a similar field.
At least 3 years of experience in a fast-paced, high-performance startup.
At least 2 years of extensive experience in project management or client-facing/client success roles.
Take ownership of onboarding tasks and proactively communicate with cross-functional team members.
Apply problem-solving and critical-thinking skills.
Be organized, detail-oriented, and diligent, and probe for relevant information and document it clearly for other onboarding team members.
Have strong verbal and written English communication skills.
Enjoy working closely with clients.
Responsibilities
Lead onboarding of new and reactivated restaurants.
Conduct client interviews to gather information about restaurant operations and document it.
Translate client needs into back-end configurations across multiple products.
Project-manage the end-to-end cross-functional onboarding workflow.
Design and implement Greendot product configurations for clients.
Perform final quality-assurance checks before restaurants go live, ensuring setups are accurate and make it easy for agents to take calls.
Oversee seasonal or ad hoc menu changes and ensure revalidations meet client expectations.
Own the client experience for the first 14 days after launch by staying in touch, asking for feedback, and monitoring support tickets.
Act as the escalation point for setup or support issues; use product knowledge to guide clients, recommend best practices, and identify opportunities to upsell or introduce features.
Collaborate with Voice Operations, Product, and other cross-functional teams to refine the product implementation quality playbook.
Learn to use the product as internal users do, including agents who take restaurant calls, and develop an in-depth understanding of client-facing features and internal workflows to anticipate client needs, troubleshoot, and provide practical guidance.
Complete training and certification for Menu back-end configuration and Voice Operations call workflows.
Shadow other Onboarding Success Managers to learn the onboarding workflow.
Begin onboarding clients with supervision and support from the Product Implementation Manager.
Learn configurations for more complicated cuisines, including Japanese, Cajun, wings, and pizza.
Work toward quality standards for post-live ticket count and mistake rate.
Desired Qualifications
A master's degree.
About Us:
Here at Tarro, we build products that empower small brick-and-mortar restaurants by liberating them from the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real-world problems facing small business owners.
We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.
Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2024.
To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!
What We’re Looking For:
The Onboarding Success Manager plays a mission-critical role in how we bring restaurant clients into the Tarro platform. This role spearheads the onboarding of new restaurants – partnering with clients to understand their operational preferences, and configuring these into the system. This setup work is critical—our ability to support restaurants depends entirely on how well we translate their real-world operations into our platform’s configurations.
Each restaurant has different needs, and our system offers a lot of flexibility. But that flexibility only creates value if it’s used correctly. Onboarding involves collecting thousands of data points, making judgment calls on how to best represent them, and using features the restaurant may not even know exist. Often, we’re helping clients figure out what they actually need—not just executing instructions.
This work is high-stakes. A single mistake can cause agent errors, client frustration, and churn. Speed also matters—restaurants need to go live quickly, and they expect things to work right the first time. A strong onboarding process leads to effortless order-taking and a product that clients rely on every day.
This role is both operational and leadership-heavy. Onboarding Success Managers (OSM) partner with Product Implementation Specialists to relay important and relevant information, act as the final quality gatekeeper, and ensure coordination between clients, internal teams, and our tools. The OSM is expected to go deep into the details, but also be able to step back and orchestrate how all the moving parts of the onboarding process are working together.
What You’ll Accomplish:
Lead onboarding of new and reactivated restaurants
Conducting client interviews to probe for relevant information about their restaurant’s operations and document this information.
Translating client needs into back-end configuration across multiple products
Project-managing the end-to-end cross-functional onboarding workflow.
Design and implement the Greendot product configuration for the client.
Perform final QA checks before a restaurant goes live, ensuring that setups aren’t only accurate, but are of high quality in the sense that they make it easy for agents to take calls.
Oversee seasonal or ad hoc menu changes and ensure revalidations meet client expectations.
Continue to take full ownership over client experience for the first 14 days post-live. This means staying in touch with the client, constantly asking for feedback, keeping an eye on any tickets they request for thru our support hotline, etc.
Act as the point of escalation for setup or support issues. This role also requires strong client communication and de-escalation skills, paired with deep product knowledge to guide clients in maximizing value, provide best-practice recommendations, and identify opportunities to upsell or introduce new features that drive long-term success.
Collaborate with cross-functional teams (e.g., Voice Operations, Product) to refine the product implementation quality playbook
First Three Months:
Learn to use our product like our internal users do—not only the product implementation team, but also the agents who take calls for restaurants, since they are the main users of our product configurations. This requires developing an in-depth understanding of how our products work, including both client-facing features and internal workflows, in order to anticipate client needs, troubleshoot effectively, and provide practical guidance that aligns with real operational scenarios.
Get trained and certified for both Menu (how to configure the back-end) and Voice Ops (how our agents take calls).
Shadow other Onboarding Success Managers to learn the whole onboarding workflow
Begin to onboard a few clients with supervision and support from the Product Implementation Manager.
Learn configurations for more complicated cuisines (i.e. Japanese, Cajun, Wings, Pizza)
Start to meet our standards for quality (i.e. post-live ticket count, mistake rate)
About You
Fluent in Mandarin Chinese and professionally fluent in English, enabling you to effectively support Mandarin-speaking clients in an international environment.
Bachelor’s degree in business, technology, engineering or any similar degree. A Master’s degree is a plus
3+ years experience in a fast-paced, high-performance startup
2+ Extensive experience in project management or any client-facing/client success roles
Will take extreme ownership of onboarding tasks
Will over-communicate with cross-functional team members
Highly organized, detail-oriented, and diligent - can probe for information and document this clearly for the reference of other onboarding team members
Strong English communication (verbal and written) skills
Enjoys working closely with clients
If you don’t meet every requirement, don’t worry. We know great candidates bring diverse experiences. We encourage you to apply even if you don’t check every box.
Tarro is committed to building the best team to empower small businesses to thrive. We believe a diverse workforce is paramount to our success. We welcome talent from all backgrounds — including but not limited to race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.