Popchew is building the next great, globally recognized restaurant brand - completely online. Legacy food brands won by acquiring real estate along our commute home; in a chronically online and delivery-centric world, modern food brands will win by acquiring digital real estate.
Our plan is simple: make food delivery fun! We turn iconic talent and brands into meal collabs designed to spread like wildfire across social media, leveraging affinity, and owned audiences to reach fans nationwide. Meals are prepared by our network of production partners, allowing us to scale quickly without real estate, cooks, or ever buying food.
Popchew is on a mission to build a global food icon that feeds generations.
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Customer success is a critical and core function at Popchew. Our customer success team manages the relationship with our production partners - working with clients from the moment they sign a contract and supporting them through their relationship as a Popchew production parter. You will manage build and manage the team, tools, and systems, to ensure that our parters are successful, growing, engaged, and providing the best possible food to our customers nationwide.
This is a leadership position that reports directly to the CEO, who will be the DRI for many of the core KPI’s that will determine the company’s success.
Who will love this role
- An aspiring entrepreneur: you’re a self-starter who takes ownership of ambiguous tasks. Every day we do things that have never been done before, and you will need to be comfortable with informed risk-taking and prioritizing impact over activity.
- An expert operator: you're biased toward action, a great collaborator, and obsess over details. You have strong organizational and project management skills and never stop pushing toward clarity.
- A creative thinker: You might’ve been a scientist in another lifetime – or a sculptor. You’re driven by the desire to learn, and seek out opportunities to test hypotheses through experimentation.
- Those known for their grit: you never hesitate to roll up your sleeves and tackle something hands-on, you persevere when others might give up.
- A content and culture enthusiast: you understand the Popchew thesis on a personal level, whether through following one of the Creators we work with or believing that the future of food should be fun & social.
Requirements
- At least 5+ years of experience in customer success, account management, or a related field, ideally in a startup or fast-paced technology environment. Some of this experience should be in a leadership or management role.
- Proven track record of increasing customer satisfaction, adoption, and retention.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
- Strategic thinking and the ability to create and execute customer success strategies and processes from the ground up.
- Experience with customer success technologies (like CRM, CS software, etc.), and data analytics tools.
- Ability to work in a fast-paced, changing environment, and manage multiple priorities.
- Thrive in ambiguous environments
- Industry/domain experience is preferred but not required
In your first 90 days you will
- Deep dive on our current systems and processes for onboarding and managing accounts, developing strategies to 10x current baselines
- Work directly with clients to understand their key constraints, feedback, and areas for improvement
- Begin working with engineering to improve our monitoring, reporting, and systems to support your teams success
- Identify key areas for improvement and a roadmap to deliver results against company KPIs
- Develop a hiring plan to support the company's growth
About Us
We’re a small, NYC-based team out to put a dent in the universe. We’re backed by an incredible group of investors, including Long Journey Ventures, Flybridge, Anti-Fund, WndrCo, Scott Belsky, Rus Yusupov, Packy McCormick, Balaji Srinivasan, dozens of prominent creators & others.
If you’re excited by a fast-paced environment and eager to solve hard problems, we encourage you to reach out.
How We Hire
We look for dedicated individuals who are excited by big challenges and align with our culture & values (https://docs.google.com/document/d/1mA3LMCj0xgnfl4l1wWVwt5xJo3trR4MRnWh9ab4v4GI/edit?usp=sharing) above all else. We value outside-the-box thinking, creative solutions, and a passion for building something big. We hire for where folks are going, not where they've been.
Our hiring process is simple; we move quickly and act with conviction, generally aiming to give folks clear answers in 2-3 weeks. Process:
1. Phone Screen
2. Project
3. Onsite Interview
4. Founder Interview
5. References
6. Offer
Not sure if it's a fit? We encourage you to apply.
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