Client Support Team Lead

7 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Tarro Full time
About Us

Tarro is a leading technology company that empowers small brick and mortar restaurants by liberating them of the operational burden of running their business. Our products provide a frictionless connection between them and their customers through AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of technology and people to solve real world problems facing small business owners.

We prioritize our customers first and work backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market, but remains relatively underserved by technology. Large chains have an advantage due to expensive tech; we believe 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, we were valued at $450M and have since experienced substantial growth across customer acquisition, product development, and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, supporting nearly 20 million customers. We are proud to be named one of Built In's top companies to work for.

To learn more about our culture, values, and how you can contribute to helping mom & pop restaurants thrive, please visit us here.

What We're Looking For

We seek a bilingual (Mandarin and English) leader to oversee our client support team of 15–20 members, including junior managers and team leads. This role involves solving problems before they happen, streamlining processes with product and engineering teams, and building a culture of learning, growth, and execution. If you've got leadership experience in a high-growth 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 collaborated with U.S.-based clients.

Key Responsibilities
  • Manage and empower your team to meet and exceed OKR and KPI targets.
  • Closely collaborate with product and engineering teams to optimize processes and improve efficiency.
  • Foster a culture of continuous learning and fast-paced execution.
  • Motivate and mentor team members to stay resilient and goal-oriented.
  • Use data analysis to drive strategies for improvement.
  • Solve potential challenges proactively.
  • Enhance support processes for accuracy, speed, and alignment with our mission.
  • Provide regular updates to senior leadership on team performance.
Year 1 Deliverables
  • Resolve 100% of client escalation cases within six months.
  • Successfully project manage a client support initiative.
  • Establish a high-performing team that consistently meets/exceeds goals.
  • Create a clear KPI dashboard and monitor it diligently.


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