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Director of Customer Service

Are you *hungry* for change?

Headquartered in the Philippines, Mosaic is on a mission to drive Southeast Asia's Food and Beverage (F&B) sector into the digital future. Servicing over 600 outlets across the Philippines and Singapore, with other SE Asia locations to follow, we help restaurants and retailers maximize their profits by building up their business through a state-of-the-art restaurant platform, bridging together point-of-sale, purchasing, and data analytics. We are on the brink of expanding our business 20x and we are looking for passionate individuals to help us pioneer the ASEAN F&B tech landscape.

Are you interested in delivering the restaurant of the future? Do you believe that exceptional products are shifting beyond manual reporting to a data-rich experience? Do you thrive knowing that you made a difference to the success of a business? If yes, we would love for you to join us.

We are looking for an experienced Director of Customer Service to play a critical role in further scaling and developing our restaurant platform which has already processed over 5 billion pesos in sales to date.

In this position, you will:

Leader of the Customer Service team and escalation point of contact for customers

Proactively ensure customers are using the products to their fullest extent

Guide customers through the products, answer technical questions and provide ongoing support

Manage the ticketing system (Hubspot) and ensure system is being used by all team members

Lead the customer service team - coaching and mentoring other team members

Analyze data and develop best practices for our customers and your team

Be the link between technical challenges & our customers' demands
-  You are the inflection point for customer demands and struggles and the primary source for us to improve our products
-  Communicate with our technical team, as well as our product developers. Let them know what our customers really need

Do you have the right ingredients?

Education and Experience:

10+ years of experience leading customer service or support teams, preferably with technology/SaaS companies

Energetic, customer-oriented personality with a friendly can-do attitude

Ability to build deep product knowledge and understand customer needs

Overall strong communication and interpersonal skills

Great written and spoken English is a must to engage with our team and customers

A strong willingness to keep learning and pushing yourself to higher and higher levels

Affinity to software solutions is a must. You should enjoy dealing with technology and strive to utilize our chat and customer relationship tools to the fullest

System and Application Knowledge:

Experience using Hubspot, FreshDesk (or similar platform) is a must

Knowledge with Microsoft Office applications such as Outlook, Word, Excel, SharePoint and PowerPoint

Experience with using project management and communication tools is a must

Communications Skills:

Excellent oral and written communication skills is a must

Proficiency with the English language a must.

A Mosaic is comprised of many unique pieces to make one masterpiece. Each member of the Mosaic team brings theirown unique qualities to the role and helps make our company what it is. We want to make a difference in the F&Bindustry. Can you make a difference with us?

Please send your CV to jobs@mosaic-solutions.com to apply.