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Director of Customer Service

We need you on our team!

Mosaic is growing and our cloud-based software solutions are advancing quickly. We’ve got many clients on boarding and our product roadmap is aggressive but achievable. But only with your help! We are excited about our growth and excited to help our employees grow as well.

Do you have what it takes to make Mosaic the key ingredient to our F&B clients’ success? Come join our team!

Your Role and Responsibilities:

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

What You Offer the Team:

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.

About Mosaic:

Mosaic Solutions is a leading provider of profit optimization solutions designed specifically for the F&B industry. The suite of products includes data analytics, inventory management, point of sale andpurchasing system. Mosaic Solutions, headquartered in the Philippines, offers its products across Asia, and globally on an outsourced or reseller basis.

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 to apply.