Operations Specialist

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking delivery enablement payment solutions and point-of-sale software. At Tarro we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working 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 are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Tarro is unique in that we are a profitable largely self-funded start-up and have pursued a path to high-growth. As of our last fundraising round in mid-2022 we were valued at $450M and have since seen substantial growth across customer acquisition product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success and together we have supported nearly 20 million customers. We are proud to be named one of Built Ins top companies to work for in 2023.

To learn more about our culture values and how you can be a part of helping mom & pop restaurants thrive please visit us here!

Tarro is seeking an Operations Specialist to join our growing support team. This newly created role is designed to bridge the gap between what occurs during customer calls and what clients truly need to know about those interactions.

As an Operations Specialist your primary responsibility will be handling calls; however your true value lies in what you observe identify and escalate. Positioned at the intersection of customer experience and client operations you are expected to navigate seamlessly between the two areas. When a customer is frustrated you dont just resolve the immediate issueyou assess whether that frustration signals a deeper problem. When a client contacts you you do more than respond to their inquiryyou evaluate whether they are displaying early signs of dissatisfaction that should be brought to the attention of a Client Success Manager or cross-functional team before it escalates into a real problem.

This role demands stronger English communication skills than those required of a typical floor agent as you will occasionally communicate directly with English-speaking restaurant clients. You are expected to manage situations independently when possible escalate issues with full context when necessary and understand when each approach is appropriate.

• Handle inbound customer calls as your core daily responsibility maintaining the accuracy quality and professionalism expected of senior floor agents.

• Assess client-facing signals in real time identifying when patterns of frustration recurring order issues or unusual client inquiries indicate the need for escalation beyond the call itself.

• Proactively contact clients for simple confirmations (price availability order details) when it keeps a call moving and serves the customer experience.

• Escalate with context rather than simply handing off. When a situation requires involvement from a Client Success Manager Strategic Ops Lead or cross-functional team provide a clear structured summary so the recipient can take action without needing additional follow-up from you.

• Review end-to-end customer and client experience data to identify patterns that individual call handlers would not have visibility into and surface those insights to leadership proactively.

• You are professionally fluent in English- clear confident and capable of building brief but credible rapport with US-based restaurant owners over the phone.

• You possess strong active listening and comprehension skills and you naturally pick up on what is not being said as much as what is.

• You are high-agency. You do not wait to be told what to do when something is clearly off. You handle what you can and when you escalate you do it with enough context that it actually helps.

• You are detail-oriented and organized able to write clear summaries under pressure and track patterns across interactions without losing accuracy during calls.

• You operate with a strong sense of ownership not only over your own performance but also over the client and customer experience you touch.

• Prior experience in a CRS escalation handling or client-facing support role.

• Exposure to restaurant operations hospitality or any environment where you had to read a situation quickly and act without a script.

• Experience working in a startup or fast-scaling team where processes were still being built.

If you do not meet all the requirements listed abovewhich candidates rarely dodont worry. We still encourage you to apply!

Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgroundsincluding but not limited torace sexual orientation gender identity age nationality religion veteran status political affiliation and disability.

Required Experience:

IC