Senior Customer Onboarding - Sao Paulo, BRA at Css

Who we are CloudKitchens helps restaurateurs around the world succeed in online food delivery - our goal is to make food more affordable, higher quality and convenient for everyone. We take underutilized properties and transform them into smart kitchens so they can better serve restaurateurs, customers and the neighborhoods they’re in. Every time we launch a new facility we create jobs in that neighborhood, and we’re proud to provide a wide range of cuisines and options for healthy food at an affordable price. We're changing the game for restaurateurs whether they’re entrepreneurs opening their first restaurant all the way through to your favorite global quick-service restaurant chains. What you’ll do • Drive Process Excellence: Standardize support workflows and create a smooth "hand-off" experience with other teams in the company. • Master the Metrics: Analyze KPIs to identify bottlenecks and implement proactive solutions to improve client satisfaction. • Own Escalations: Act as the final point of contact for complex client issues, solving problems with a mix of technical skill and empathy. • Innovate with AI: Help us stay ahead of the curve by integrating and managing AI agents and automation within our support stack. • Collaborate Directly: Work closely with our leadership to make quick decisions that move the needle. What we’re looking for • Proven Leadership: You have 2–4 years of experience in Support or Success, with a track record of leading small teams to hit their targets. • Technical Proficiency: You know your way around Excel (experience with Zendesk and Intercom is a definite plus). • The "Player-Coach" Mindset: You enjoy strategy, but you are equally happy jumping into the queue to help your team during peak times. • Adaptability: You don't just tolerate change—you drive it. You are comfortable in a dynamic environment where processes evolve quickly. • On-Site Commitment: You are looking for a 100% in-office role and value the collaboration that comes with face-to-face teamwork. • Communication: Bilingual skills in English and Spanish are highly valued, as you’ll be communicating across diverse stakeholders. Why join us • Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030. • Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. • Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success. What else you need to know This role is based in our Sao Paulo office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. Ready to join us as we serve those who serve others? #LI-Onsite