Job Specifications
Location: Central London
Locations: Central London (Hybrid remote - 2 / 3 days a week in the London office)
Job Type: This is a full-time role, working five days per week on a rotating shift pattern. Shifts will vary, our current slots are:
06:00 - 15:00
09:00 - 18:00
14:00 - 23:00
The role also includes regular weekend working, with a current average of one weekend in every four.
Why join us?
If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time.
Our Vita Mojo DNA
We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.
About The Role
At Vita Mojo, we’re transforming how restaurants leverage technology to enhance both operations and the customer experience. As a Customer Support Agent, you’ll be at the heart of this transformation, collaborating with top restaurant brands to help them fully utilise the Vita Mojo platform. Your role will involve answering product inquiries, gathering valuable feedback, escalating issues, and acting as the key liaison between our clients and our Client Success, Product, Design, and Development teams.
In this fast-paced, cross-functional role, every day will bring new challenges and opportunities. You’ll thrive in this position if you enjoy fostering client relationships, translating technical jargon for non-technical users, and deepening your expertise in the inner workings of the Vita Mojo platform. If you’re passionate about customer success and eager to become an indispensable resource, this is the perfect opportunity for you
The day-to-day
Responsibilities
Working in a startup means that things often change and we adapt to the growing and changing needs of the business, yet our primary focus remains the same - maintaining a world-class customer support experience and ensuring customers get the most out of Vita Mojo’s products and services. Reporting to our Customer Support Manager, your responsibilities will largely cover the following areas:
Customer Care- Taking ownership of customer queries and managing expectations at every stage to deliver impactful support. This ranges from prioritising quick responses via email and live chat to receiving customer calls and providing step-by-step guidelines for the resolution of complex issues.
Product support -You will have a deep understanding of our products and the ability to configure or troubleshoot a diverse range of customer queries from recently onboarded clients to more complex issues that existing customers may have.
Problem solving -You relish the challenge to investigate, diagnose, document, and prioritise customer issues, leveraging internal tools and escalation teams as necessary. This includes reproducing and documenting bugs for the Engineering and Product teams.
Operational excellence - You delight the customer with every interaction. You will have a strong pulse on identifying key findings and suggesting product and process improvements to continually optimise performance. This includes updating our internal knowledge hub with information about technical issues and useful discussions with customers. Sharing feature requests and effective workarounds with team members.
Key Performance Indicators - You enjoy taking ownership of driving performance metrics to deliver world-class service. Some of these include: customer satisfaction (CSAT), time to first response, handle time and ticket resolution rate.
About You
Previous experience - You’ve worked in a customer facing role, working with business critical software that is vital to day to day operations.
Customer focused - You have a passion for talking to customers all day, every day. You empathise with clients in a genuine way that lets them know you understand their pain points, how they use our suite of products and, more importantly, why.
Communication - You’re an articulate communicator (both written and verbal). You enjoy crafting clear and concise messages to customers and internal stakeholders alike with the ability to adjust the level of technicality based on the end user.
Technically proficient - You genuinely enjoy technology and have the ability to grasp complex concepts relating to Vita Mojo’s Operating System.
Time management - You’re able to balance multiple priorities while working in a high volume environment.
Problem solving - You are naturally curious and embrace the challenge of solving problems, both with software and soft skills. Learning from previ
About the Company
Vita Mojo is The QSR Growth Platform, built for multi-site restaurant brands that need to expand rapidly with confidence. By unifying every order channel, menu, and performance insight into a single cloud-native system, Vita Mojo eliminates operational fragmentation and creates one source of truth for digital operations. This enables brands to open new sites faster, maintain control at scale, and deliver consistent guest experiences across every location.
Through close partnership with trailblazing brands, including Subway,...
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