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Otter is a software platform that helps restaurants succeed in online food delivery. The company serves major brands like Chick-fil-A, Ben & Jerry's, KFC, and Eataly, enabling them to increase sales, reduce order issues, and streamline delivery operations.
As a Business Operations Specialist, you will serve as the primary point of contact for restaurant operators (the "Future Foods Book of Business"), managing relationships and driving long-term retention. Your core responsibilities include:
**Account Management & Operator Support:** Build strong rapport with operators, identify pain points early, and resolve day-to-day operational issues to minimize churn. Directly support operators in reducing order cancellations, missing items, and onboarding inaccuracies to optimize performance.
**Data, KPIs & Process Improvement:** Monitor and analyze operator performance dashboards and metrics to proactively identify trends, risk factors, and growth opportunities. Collaborate cross-functionally with a remote team to streamline workflows and improve the operator experience. You'll use Salesforce, Zendesk, Jira, and Google Workspace daily to manage tickets, log interactions, and track operational metrics.
**Revenue Support & Growth:** Identify upsell opportunities by uncovering operator growth potential, then collaborate closely with the Sales team to execute and support expansion deals and onboarding.
You'll need 3+ years of experience in Account Management, B2B Customer Success, Operations, or BPO environments. Preferred experience includes hands-on work with sales, onboarding, and operator training in BPO, FoodTech, Virtual Kitchens, or Hospitality Operations. A degree in Business, Communications, or a related field is preferred.
This is an onsite role based in Bogotá, requiring five days per week in the office. The company emphasizes close collaboration and continuous innovation in the rapidly growing online food delivery market.
