Customer Success Associate

We’re excited to get to know you - if this role sounds like a fit.
Our ideal candidate combines genuine hospitality with an eye for detail and a real passion for food. You are the face of FELFEL in our clients’ offices: welcoming employees at the fridge, telling the stories behind our chefs’ dishes, running launches and tastings, and making sure every fridge looks as good as the food inside it. You work hand in hand with our Account Managers and are the first to hear what our customers love, and what we can do better.
Who are we? FELFEL is one of New York’s hottest food-tech scale-ups, changing the way people eat  smart fridges bring the city’s best local chefs and trendiest restaurants straight to the office. Our founders are closely involved here in New York as we build out this new region alongside our Swiss market, where we already serve more than 1,000 clients.

Onsite Experience (55%)

• Be the "face" of FELFEL onsite: warmly welcome and assist customers, share food stories: explain the origins of dishes, the chefs behind the meals, and highlight seasonal specialties
• Support and engage customers using the FELFEL fridge and mobile app onsite by performing product demos, answering product and service questions, gathering feedback, and troubleshooting any issues
• Own and audit fridge merchandising to meet FELFEL standards of cleanliness and food display; collaborate with FELFEL Operations to maintain excellent product presentation
• Co-lead all account launches and maintain regular on-site presence at each account post-launch
• Co-lead all sampling/engagement events alongside AM team during account trial period and own and manage sampling/engagement events execution independently for all post-trial accounts
• Train and lead service staff to meet FELFEL hospitality and presentation standards

Customer Service (20%)

• Respond to customer tickets in a timely, courteous and professional manner, within 2 hours for urgent issues and within 24 hours for non-urgent issues
• Independently resolve onsite issues and elevate issues appropriately
• Log onsite visits, customer feedback and adoption insights in our CRM, so your Account Manager always has an up-to-date picture of each account.

Account Support (25%)

• Partner with AM team on account operations, including: maintaining account files, communicating account needs internally, and other admin as needed
• Plan and coordinate all client events with AM team, including: planning menus, placing orders internally for food and equipment, creating and updating all comms/signage needs
• Manage inventory of all launch and customer activation supplies, ensuring supplies are ready for each week’s activations
• Attend select account meetings with AM team and contribute insights on account health and growth

• You have 1–2 years of experience in customer success, hospitality, food service, retail or another customer-facing role, ideally in a fast-paced environment
• Passionate about food and hospitality – you can create an atmosphere where everyone feels welcomed
• You enjoy encouraging first-time users and turning them into regulars.
• You're a great communicator in person and in writing, and you're comfortable with everyday digital tools like Google Workspace, ticketing systems and mobile apps (you'll quickly become a FELFEL app expert!).
• You're energized by being on the move: you're comfortable spending most of your day at client sites, lifting up to 25 lbs, traveling between client offices across NYC, and working the occasional early morning or event.
• Organized and attentive to small details (presentation matters!)
• Problem-solver: you think on your feet, make sound decisions independently and elevate issues appropriately
• Interested in growing your career…