Real -Time Operations Associate, kea
+ Equity
Voice tech for restaurants
Job no longer available
Voice tech for restaurants
21-100 employees
Job no longer available
+ Equity
21-100 employees
Company mission
To help restaurants own their customer relationships and improve their business operations in order to power the world's commerce.
Role
Who you are
- Kea is looking for an experienced, passionate, and humble Operations/Real-Time Associate to join our team to help us scale to the next level
- Being highly accountable is essential as you will split your time between working independently and alongside other kea Operations team members
- You will find this role exhilarating if you genuinely enjoy being the operational eyes and ears of a technology business while keeping customers' experience front and center at all times
- 1+ years of experience at a company with a high volume of inbound data or people movement, and real-time requests across chat, email, and/or calls
- Flexible/open availability
- Deep curiosity with a bend to proactivity: You like to ask “why” and “how come” and have a bias towards acting upon data
- Accountable & Independent: you’re self-directed and take pride in your work. It’s clear that you’re invested in your professional growth, as well as the growth of the company you represent
- Strong analytical mindset, quick decision-making abilities, and adeptness at handling dynamic and fast-paced environments
- Effective communication skills that enable to convey insights and recommendations to relevant stakeholders in a clear and concise manner
- Availability to work between 8:00am PST - 8:00pm PST, including weekends
What the job involves
- The role involves tracking errors and identifying trends, daily operational tasks associated with our brand partners, and collaborating with cross-functional teams and our BPO to drive informed actions
- Monitoring real-time metrics to maintain healthy call center production and being proactive when signs of poor health occur
- Supervise the queue to guarantee adequate coverage for all brands, mitigating coverage concerns and ensuring the avoidance of any missed orders and calls waiting
- Closely monitor agents' reports for errors and ensure timely communication of such errors to the relevant stakeholders
- Keep track of errors and attendance to maintain accurate records for reporting purposes and to understand potential trends
- Communicating with the kea Operations and Product departments, and BPO leads when solving issues related to the ordering platform or agent staffing; escalating to kea Account Management and Leadership as needed
- Help maintain kea’s knowledge base for customers and assist in the creation of new SOP's
- Contact Restaurant partner locations as needed to facilitate order recovery
- Promptly answer inbound support emails and respond to customer inquiries and service requests in a professional and courteous manner
Our take
Whilst online food ordering continues to thrive, there is still a massive market for people who prefer to order food through a phone call. However, phone lines are generally old-fashioned and problematic due to long hold waits, terribly audio quality, and understaffed hospitality teams.
Kea uses AI to provide an over-the-phone 'virtual cashier' that aims to process food orders and increase customer uptake regardless of staffing quantities. The software uses the AI to conduct a high-quality conversation and recognize keywords such as menu items and customizations, but can also recognize when a human cashier is required to step in.
The startup’s approach to AI assistance is smart as it provides a means to innovate upon phone ordering while preventing the process from entirely relying on automation. By ensuring that the software can recognize when a situation requires a human to intervene, the service acts more as a technological assistant to cashiers as opposed to a replacement.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2020
$10m
SERIES A
May 2019
$2.8m
SEED
Total funding: $13.1m
Company benefits
- Generous stock option plan
- 100% employer-paid medical and mental health care benefits. Vision and dental also available
- Unlimited PTO
- FSA/DCFSA
- Remote work
- Ownership, responsibility, and empowerment in what you do
- Incredible teammates and a caring workplace culture
Company HQ
Shoreline West, Mountain View, CA
Leadership
Adam Ahmad
(CEO)Adam studied at the University of Pennsylvania before co-founding Fluc, working in Business Development at Magic, and spending 6 years at Next Force. They left their Advisory role to found kea in 2017, serving since as CEO.
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