Client Operations Manager

About Us

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. 

Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2024.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!

What we’re looking for

We’re looking for a scrappy, bilingual (Mandarin and English) leader to take charge of our client support team of 15–20 rockstars (including junior managers and team leads). You’ll roll up your sleeves, dive into the trenches, and lead the team to crush OKRs and KPIs while delivering top-notch client experiences. This role is all about solving problems before they happen, streamlining processes with the product and engineering teams, and building a culture of learning, growth, and getting things done. If you’ve got leadership chops in a high-growth, product-led tech company, love data-driven decisions, and aren’t afraid to pick up the phone when needed, we want you! Bonus points if you’ve worked in a writing culture or have experience collaborating with U.S.-based clients. Let’s build something great together!

What you’ll accomplish:

• Lead and Empower Your Team: Manage a bilingual (Mandarin and English) client support team of 15–20 members, including junior managers and team leads, to consistently meet and exceed OKR and KPI targets.

• Collaborate Across Functions: Partner closely with product and engineering teams to optimize processes, improve efficiency, and proactively address client issues.

• Foster Growth and Execution: Build a culture of continuous learning and fast-paced execution, ensuring team members are always growing and applying new skills.

• Motivate and Mentor: Inspire your team to stay resilient, motivated, and goal-oriented, even in high-pressure situations.

• Leverage Data for Impact: Use data analysis to identify trends, measure success, and drive data-informed strategies for improvement.

• Solve Problems Before They Happen: Anticipate potential challenges and create preventive solutions to minimize reactive support needs.

• Streamline for Success: Enhance support processes to ensure accuracy, speed, and alignment with our mission of delivering effortless client experiences.

• Share Insights with Leadership: Provide regular updates to senior leadership on team performance, challenges, and progress.

Year 1 Deliverables

• In six months, willing and able to resolve 100% of client escalation cases when needed

• Project manage a client support initiative through implementation successfully

• Uplevel the team & establish high performing team that consistently meets/exceeds goals

• Create a clear KPI dashboard for the team and monitor them diligently

About you: 

• Bilingual Proficiency: Fluent in both English and Mandarin Chinese.

• Tech-Savvy Leadership: Previous experience in a high-growth tech company, ideally within a product-led support environment.

• Management Experience: At least 2 years of experience in a managerial role within support, product, or operations.

• Hands-On Approach: Willing to lead from the frontlines—ready to pick up calls, solve problems, and support your team in real time.

• Accountability: A track record of owning outcomes and consistently meeting hard deadlines.

• Project Excellence: Able to showcase high-quality projects you’ve delivered.

• Collaboration Skills: Proven ability to work cross-functionally and hold partners accountable to shared goals.

• Strategic Communication: Skilled in translating ideas into actionable short- and long-form plans.

Bonus Points:

• Prior experience working in a writing culture workplace

• Experience partnering with US-based clients