Customer Operations Associate (US Time zone)

Overview
Momos is a rapidly growing startup headquartered in San Diego and Singapore, building AI for customers at every location. Momos works with leading enterprise multi-location brands and QSRs globally, such as Firehouse Subs, Shake Shack, and Baskins Robbins, and powers the entire customer stack with AI for 20,000 locations globally.

About the Role:

As a Customer Operations Associate, you will be a pivotal team member in ensuring the highest levels of service for our users. You’ll be involved in the day-to-day operations of the Customer Operations team, providing support during US hours and working with customers to solve their problems in a timely & efficient manner. You’ll also play a critical role in building out the future of Momos Customer operations team, working on projects to support our growing operational needs.

Key Responsibilities:

• Provide First-Line Customer Support
• Communicate and promote alignment between cross-functional teams
• Be involved in processes & tasks such as:

○ First-touch responses and proactive customer communication.

○ Management of tickets across internal and external channels

• Work closely with US teammates and APAC Customer Ops team
• Regular communication with the team to identify weak points or process gaps.

Key Performance Indicators (KPIs):

• Meet or exceed First Response Time targets.
• Maintain a high level of quality support
• Maintain or improve the company’s CSAT score

• 1–2 years of experience in customer support, primarily via email or ticketing systems
• Strong operator mindset and a track record of tackling challenging scenarios
• Proactive mindset, eager to learn, and committed to continuous professional development.
• Excellent interpersonal skills, maintaining a positive demeanor, and outstanding communication abilities.
• Ability to work independently and stay organized in a remote work environment
• Passionate about working with customers and dedicated to exceeding their goals.

• Private medical insurance

• Flexible paid time off and remote-friendly work culture
• Fast-tracked career growth opportunities
• Participation in industry conferences and global events
• Global travel medical insurance and discretionary team trips
• Collaborative and international team culture

Cultural Values

• Mission-driven and fast-paced, entrepreneurial environment.
• A collaborative and flat company culture.
• Comprehensive private health insurance.
• Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel!).
• Cross-cultural team bonding/networking.
• Love Food? Join our Team!

Equal Opportunity:
Momos is an equal-opportunity workplace where we embrace diversity and different cultures. We started as an international Company, and know that building an organization with different experiences, thoughts, and opinions allows our team to grow and excel.