Job Description

What WE ARE

Virtual Dining Concepts is the global leader in developing and scaling B2C virtual restaurant brands that bring communities to life through food. As a restaurant-as-a-service platform, we match global IP (celebrities, creators, media companies and brands) with proprietary menus and global infrastructure to create delivery-only brands that command mass consumer appeal and scale overnight via local distribution / last-mile delivery. For Kitchens, we design concepts that are easily integrated into their current operations, leveraging their existing footprint, labor and ingredients to reach new audiences and make delivery more profitable. For Creators and Brands, like MrBeast, Mariah Carey, NASCAR and more, we open up a new outlet to connect with fans. For Fans, we deliver a community experience that goes beyond food.

Since launching in December 2020, we have built one of the fastest growing restaurant food brands in the world, MrBeast Burger, that reaches 100s of millions of engaged fans. Come join us as we disrupt the restaurant industry while providing value for all – restaurants, creators and you!

OPPORTUNITY

As a Customer Success Manager, you are the face of Virtual Dining Concepts to our restaurant partners. You will support the onboarding of our Restaurant Partners from our Restaurant Partners’ first sale and serve in a Restaurant Partner success role thereafter by assisting with Q&A, troubleshooting, general information, and guest satisfaction scores. This role will provide the opportunity to own and master the onboarding workflow, efficiency, and ultimate success of our concepts thought strong working relationships with our restaurant partners.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

WHAT YOU’LL DO

• Build strong working relationships with our restaurant partners
• Provide excellent support and service to existing restaurant partners
• Taking the lead in onboarding new restaurant partners and clearly explaining the onboarding process to them
• Following up on the onboarding process and assisting the restaurant partner to remain on track during this process
• Assist with common troubleshooting issues with services or technology we use, and ensure the smooth transition for the restaurant partner to understand the products that we use
• Ensure restaurant partners are satisfied with their concepts
• Provide coaching and guides on guest feedbacks and concerns
• Letting the restaurant partners know about promotions and additional products
• Escalating concerns provided by the restaurant partners
• Work with the sales teams on special projects
• Complete weekend tasks as assigned on a weekend on duty rotation
• Meet or exceed key performance indicators set by the company
• Analyze sales performance and work with internal teams on potential sales increase
• Have weekly / bi-weekly calls with corporate teams to share updates, trend of sales and answer any questions they may have
• Work with internal teams on potential supply chain, accounting, and training issues
• Watch disabled list to ensure restaurants are up and running at all schedule times
• Be the main point of contact between restaurant partners and all internal teams
• Train new restaurants on all things VDC from culinary to tablet / POS set up

SKILLS & ABILITIES

Education (Preferred): Bachelor's Degree (four-year college or university)

Experience: 3+ years’ experience in a customer support management role working within a workflow management process.

Computer Skills: Microsoft Office Software Applications; knowledge of workflow management and CRM software a plus

Other Requirements

• Willing to travel between 15-30% of the time

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