Manila, Metro Manila, Philippines+1 moreMore locations: Dumaguete City, Negros Oriental, Philippines
In Person
Customer Experience & SupportCustomer Support
About the job
Requirements
Professional fluency in English, including clear and confident communication with United States-based restaurant owners by phone.
Strong active listening and comprehension skills.
Ability to identify issues proactively, handle matters independently where appropriate, and escalate them with sufficient context.
Ability to write clear summaries under pressure and track patterns across interactions while maintaining call accuracy.
A strong sense of ownership over personal performance and the client and customer experience.
Responsibilities
Handle inbound customer calls as a core daily responsibility while maintaining the accuracy, quality, and professionalism expected of senior floor agents.
Assess client-facing signals in real time and identify when frustration patterns, recurring order issues, or unusual client inquiries require escalation beyond the call.
Contact clients directly for simple confirmations, such as price, availability, and order details, when this supports the call and customer experience.
Provide clear, structured context when escalating issues to a Client Success Manager, Strategic Ops Lead, or cross-functional team.
Review end-to-end customer and client experience data to identify patterns not visible to individual call handlers and proactively share insights with leadership.
Desired Qualifications
Prior experience in a CRS, escalation handling, or client-facing support role.
Exposure to restaurant operations, hospitality, or an environment requiring quick situational assessment and action without a script.
Experience working in a startup or fast-scaling team where processes were still being built.
About Us
Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of 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, 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 is unique in that we are a profitable, largely self-funded start-up and have pursued a path to high-growth. 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 2023.
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
Tarro is looking for an Operations Specialist to join our growing support organization. This is a new role built to solve a specific problem: the gap between what happens on a customer call and what the client actually needs to know about it.
As an Operations Specialist, you will take calls as your primary function -- but your real value is in what you observe, surface, and escalate. You sit at the intersection of customer experience and client operations, and you are expected to move fluidly between both. When a customer is frustrated, you are not just resolving the moment -- you are reading whether that frustration points to something bigger. When a client reaches out, you are not just answering a question -- you are assessing whether they are showing early signs of dissatisfaction that need to reach a Client Success Manager or cross-functional team before it becomes a real problem.
This role requires stronger English communication than a typical floor agent, because you will speak directly with English-speaking restaurant clients when needed. You are expected to handle things when you can, escalate with full context when you should, and know the difference.
What You’ll Accomplish
Handle inbound customer calls as your core daily responsibility, maintaining the accuracy, quality, and professionalism expected of senior floor agents.
Assess client-facing signals in real time, identifying when a pattern of frustration, a recurring order issue, or an unusual client inquiry points to something that needs escalation beyond the call itself.
Reach out directly to clients for simple confirmations (price, availability, order details) when it keeps a call moving and serves the customer experience.
Escalate with context, not just a handoff. When something needs to go to a Client Success Manager, Strategic Ops Lead, or cross-functional team, you provide a clear, structured summary so the receiving party can act without needing to loop back to you.
Review end-to-end customer and client experience data to identify patterns that individual call handlers would not have visibility into, and surface those insights to leadership proactively.
About You
You are professionally fluent in English- clear, confident, and capable of building brief but credible rapport with US-based restaurant owners over the phone.
You have strong active listening and comprehension skills, and you naturally pick up on what is not being said as much as what is.
You are high-agency. You do not wait to be told what to do when something is clearly off. You handle what you can, and when you escalate, you do it with enough context that it actually helps.
You are detail-oriented and organized, capable of writing clear summaries under pressure and tracking patterns across interactions without losing accuracy on the calls themselves.
You operate with a strong sense of ownership, not just over your own performance, but over the client and customer experience you touch.
Bonus Points
Prior experience in a CRS, escalation handling, or client-facing support role.
Exposure to restaurant operations, hospitality, or any environment where you had to read a situation quickly and act without a script.
Experience working in a startup or fast-scaling team where processes were still being built.
If you do not meet all the requirements listed above—which candidates rarely do—don’t worry. We still encourage you to apply!
Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that 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.