Customer Success Associate

Felfel • New York, NY

12d • Onsite

About The Position

The Customer Success Associate is the face of FELFEL in clients' offices, responsible for welcoming employees, sharing stories about the food, running launches and tastings, and ensuring the fridges are well-presented. This role works closely with Account Managers to gather customer feedback and identify areas for improvement. FELFEL is a growing food-tech scale-up in New York, bringing local chefs and restaurants to offices via smart fridges.

Requirements

• 1–2 years of experience in customer success, hospitality, food service, retail or another customer-facing role, ideally in a fast-paced environment
• Passionate about food and hospitality – you can create an atmosphere where everyone feels welcomed
• Enjoy encouraging first-time users and turning them into regulars.
• Great communicator in person and in writing, and comfortable with everyday digital tools like Google Workspace, ticketing systems and mobile apps
• Energized by being on the move: comfortable spending most of your day at client sites, lifting up to 25 lbs, traveling between client offices across NYC, and working the occasional early morning or event.
• Organized and attentive to small details (presentation matters!)
• Problem-solver: think on your feet, make sound decisions independently and escalate issues appropriately
• Interested in growing your career in hospitality, customer success, or operations
• Comfortable wearing our FELFEL outfit every day (dark pants, white shirt, and apron), and follow basic hospitality standards (closed shoes, no shiny nail polish, hair tied back).
• Authorized to work in the United States (no visa sponsorship provided)

Nice To Haves

• You'll quickly become a FELFEL app expert!

Responsibilities

• Be the "face" of FELFEL onsite: warmly welcome and assist customers, share food stories: explain the origins of dishes, the chefs behind the meals, and highlight seasonal specialties
• Support and engage customers using the FELFEL fridge and mobile app onsite by performing product demos, answering product and service questions, gathering feedback, and troubleshooting any issues
• Own and audit fridge merchandising to meet FELFEL standards of cleanliness and food display; collaborate with FELFEL Operations to maintain excellent product presentation
• Co-lead all account launches and maintain regular on-site presence at each account post-launch
• Co-lead all sampling/engagement events alongside AM team during account trial period and own and manage sampling/engagement events execution independently for all post-trial accounts
• Train and lead service staff to meet FELFEL hospitality and presentation standards
• Respond to customer tickets in a timely, courteous and professional manner, within 2 hours for urgent issues and within 24 hours for non-urgent issues
• Independently resolve onsite issues and escalate account-level issues to AM team or FELFEL support teams as needed
• Log onsite visits, customer feedback and adoption insights in our CRM, so your Account Manager always has an up-to-date picture of each account.
• Partner with AM team on account operations, including: maintaining account files, communicating account needs internally, and other admin as needed
• Plan and coordinate all client events with AM team, including: planning menus, placing orders internally for food and equipment, creating and updating all comms/signage needs
• Manage inventory of all launch and customer activation supplies, ensuring supplies are ready for each week’s activations
• Attend select account meetings with AM team and contribute insights on account health and growth

Benefits

• Plenty of delicious food from our own FELFEL fridge
• Exceptional Italian coffee and a selection of fine teas
• Central Flatiron office and Brooklyn location, surrounded by NYC’s best culinary inspiration
• 20 days of PTO + 10 holidays (some flexible)
• Comprehensive healthcare options
• 401k options
• Paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed