Customer Support Agent Revenue Head Office

Location: Central London (Hybrid remote - 2 / 3 days a week in the London office)

Job Type: This is a full-time role, working five days per week on a rotating shift pattern. Shifts will vary, our current slots are:

06:00 - 15:00

09:00 - 18:00

14:00 - 23:00

The role also includes regular weekend working, with a current average of one weekend in every four.

If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for.

Each and every time.

We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.

At Vita Mojo, we’re transforming how restaurants leverage technology to enhance both operations and the customer experience. As a Customer Support Agent, you’ll be at the heart of this transformation, collaborating with top restaurant brands to help them fully utilise the Vita Mojo platform. Your role will involve answering product inquiries, gathering valuable feedback, escalating issues, and acting as the key liaison between our clients and our Client Success, Product, Design, and Development teams.

In this fast-paced, cross-functional role, every day will bring new challenges and opportunities. You’ll thrive in this position if you enjoy fostering client relationships, translating technical jargon for non-technical users, and deepening your expertise in the inner workings of the Vita Mojo platform. If you’re passionate about customer success and eager to become an indispensable resource, this is the perfect opportunity for you.

Working in a startup means that things often change and we adapt to the growing and changing needs of the business, yet our primary focus remains the same - maintaining a world-class customer support experience and ensuring customers get the most out of Vita Mojo’s products and services. Reporting to our Support Team Lead, your responsibilities will largely cover the following areas:

• Customer Care - Taking ownership of customer queries and managing expectations at every stage to deliver impactful support. This ranges from prioritising quick responses via email and live chat to receiving customer calls and providing step-by-step guidelines for the resolution of complex issues.
• Product support - You will have a deep understanding of our products and the ability to configure or troubleshoot a diverse range of customer queries from recently onboarded clients to more complex issues that existing customers may have.
• Problem solving - You relish the challenge to investigate, diagnose, document, and prioritise customer issues, leveraging internal tools and escalation teams as necessary. This includes reproducing and documenting bugs for the Engineering and Product teams.
• Operational excellence - You delight the customer with every interaction. You will have a strong pulse on identifying key findings and suggesting product and process improvements to continually optimise performance. This includes updating our internal knowledge hub with information about technical issues and useful discussions with customers. Sharing feature requests and effective workarounds with team members.
• Key Performance Indicators - You enjoy taking…