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About Vori

Vori is on a mission to revolutionize the future of the $1T grocery industry. A rapidly growing vertical SaaS/Fintech startup for neighborhood supermarkets, Vori is looking to hire an exceptional Founding Customer Success Manager to help support our customers as we scale. Vori is an operating system that empowers small grocery businesses, and integrates a cutting-edge POS and inventory management system to help these local businesses thrive against large chains like Walmart and Kroger. Also we'll help reduce food waste and food insecurity along the way.

We’re looking for reps with an incredible customer focus and passion for helping people, who are hungry to learn all about our product, and who are able to communicate effectively with both customers and an internal team. Bonus points for knowing how to code.

As a member of our stellar customer operations team, you will work closely with some of most beloved local businesses in Northern California as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of defense for our customers on our phone lines and the voice of the customer to the rest of the team!

This is an evolving role with a changing, growing company. You’ll need to be versatile and a go-getter.

Responsibilities:

• Customer Success: You'll be the first point of contact via phone, email, and chat for our valued customers, ensuring they receive world-class support and assistance. You'll be their champion within Vori, by empathizing with their issues, advocating for their needs and driving their success.
• Relationship Building: Build strong and lasting relationships with our customers, becoming a trusted consultant and understanding their unique business needs. You’ll also need to be comfortable speaking to different customer roles — such as owners and closing cashier managers.
• Hardware Inventory Management: Own the end-to-end process of our device supply. Procure, manage, and deploy hardware components in an organized manner as well as keep our fulfillment center running like a tight ship.
• Problem-Solving: Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Vori Customers
• Thorough Documentation: Document ALL client interactions and transactions accurately in the database system (backlog & inbox management). Improve documentation
• Process improvement: Analyze our processes and past tickets proactively to identify trends. Instigate changes to help scale our operations and improve the customer experience.
• Cross-functional Collaboration: Work directly with Onboarding Managers, Marketing, and Product Team on documentation, QA-ing all releases, escalations, product updates to help aid our customers. Must be able to speak effectively to technical and non technical teams internally.

Qualifications:

• Passion for Small Businesses: You understand the vital role that mom and pop supermarkets play in our communities, and you're eager to help them succeed.
• Customer-Centric Mindset: Exceptional communication and interpersonal skills are a must. You genuinely care about our customers and are dedicated to their success.
• Technical Familiarity: Comfortable with SaaS and fintech platforms, and the ability to quickly grasp the technical aspects of our product. Previous experience with the grocery industry or point-of-sale systems is a plus.
• Problem-Solving Pro: You thrive in challenging situations, and your ability to find creative solutions is unparalleled.
• Growth Oriented: Desire for excellence, ownership, and growth in role over time
• Empathy and Patience: You have a natural ability to connect with others and a high level of patience, even in high-pressure situations.
• Vigor: Excitement for the ambiguity and rigor of the startup environment. Resilient when facing rapid change, and ready to shape the future of the company.
• 2+ years of Customer Success or related experience: Proven track record of delighting customers and driving positive outcomes.
• Note: We are a 24 hour/365 day operation. You may be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business.

Learn more about the role here

~5 business days end to end:

1. Stage 1: General screening with current customer support team member
2. Stage 2: Interview loops with product, design, sales, and engineering teams
3. Final round: Founder interview + references
4. Offer presentation

Our process is designed specifically to assess mutual fit between you and Vori. You'll get exposure to the key teams you'd work with on a day to day basis, and will speak in detail to customer obsession and your ability to help clients achieve successful outcomes amidst complex situations.