Support & Growth Associate

Job Title: Support & Growth Associate
Location: Manila, Philippines

Who We Are

At City Storage Systems (CSS), we are revolutionizing the infrastructure behind food delivery. Our mission is to empower restaurateurs worldwide to thrive in the fast-growing online food delivery space. From entrepreneurs launching their first restaurant to global quick-service chains, we provide innovative solutions that make food more affordable, higher quality, and accessible. At CSS, we’re changing the game for both restaurateurs and consumers alike.

The Role

CSS is seeking a Support & Growth Associate who will act as the Hospitality Subject Matter Expert for our brand. As a digital-first restaurant, our face-to-face interactions with customers are limited—but we are committed to providing exceptional hospitality across all touchpoints. Your role will be key in ensuring that hospitality remains at the forefront of everything we do.

What You’ll Do

Customer Support & Engagement:

• Eater Support: Respond to and resolve inbound inquiries with lightning-fast speed, while maintaining impeccable hospitality and professionalism.
• Kitchen Support: Occasionally provide remote support to kitchen operations, assisting with troubleshooting and resolving operational challenges.

Catering Coordination & Sales:

• Catering Coordination: As catering is a major driver of customer acquisition, you will play a pivotal role in managing the coordination and execution of catering orders. You'll act as the central point of contact between Eaters, Kitchens, and Drivers to ensure flawless order fulfillment.
• Catering Sales (SDR): You will drive the growth of our catering channel by sourcing and nurturing new leads, balancing this responsibility alongside other tasks.

Onboarding & Menu Management:

• Onboarding Coordinator: Oversee the onboarding process for new Eaters, ensuring they have a seamless and positive experience as they join our platform.
• Menu Management: Work closely with kitchen operations and the brand team to ensure that our digital menus are accurate and reflect the highest quality standards. This includes both new menu launches and ongoing updates.
• Menu Pricing: Collaborate on dynamic pricing adjustments in response to supply chain fluctuations, ensuring our menus remain competitive and profitable.

Social Media Engagement:

• Inbound Social Media Engagement: Actively monitor and respond to inbound comments and inquiries on our social media platforms (primarily TikTok and Instagram) in a timely and engaging manner.
• Outbound Social Media Engagement: Identify relevant social conversations and strategically engage to increase brand visibility and grow our online presence.

Reporting & Analysis:

• Manual Reporting: While some data is automatically ingested into our dashboards, you will also be responsible for creating manual reports to ensure we track 100% of the business, ensuring we have the insights needed for decision-making.

What We’re Looking For

• Experience: 3-5+ years of experience in a fast-paced startup or dynamic work environment, preferably in customer support, sales, or hospitality.
• Skills: Strong communication skills, both written and verbal; excellent problem-solving abilities; and the ability to manage multiple tasks and priorities effectively.
• Hospitality Focus: A passion for delivering exceptional customer experiences and maintaining high standards of service.

Why Join Us?

• Career Growth: Join us as we continue to scale globally, with opportunities for personal and professional development in a fast-evolving industry.
• Innovative Culture: Be part of a creative, collaborative team that thrives on continuous learning and pushing boundaries in the food delivery space.

What Else You Need to Know

This role is based in the Philippines but will operate in alignment with the US Eastern Time Zone. While we believe that collaboration and innovation flourish when working together in the office, we are open to accommodations for night shift hours as needed.

Ready to make a difference? Join CSS as we serve those who serve others.