Head of Customer Operations (B2B SaaS - Remote/Hybrid)

Momos View all jobs

  • Ho Chi Minh City
  • Permanent
  • Full-time
  • 3 days ago
  • Apply easily
About Us:Momos is a rapidly growing company with its headquarters in Singapore and the United States. As part of our company's growth strategy, we are actively expanding our operations in the APAC region. Our main mission is to help our brands create happier customers at every location with AI.Momos is the Customer Experience Management Platform for multi-location brands. We work with groups such as Shake Shack and Baskin Robbins to power the entire lifecycle and automate everything with AI. Today, we are proud to be trusted by businesses globally. If you love to hustle and want to work for a mission-driven company, we would be thrilled to have you join our team.About the Role:As Head of Customer Operations, you will own the end-to-end customer operations function at Momos. You will lead and scale the Customer Operations team, define how we support and partner with our merchants, and build the systems, processes, and culture needed to deliver exceptional support at scale.This role sits at the intersection of people leadership, operational excellence, and customer strategy.We're looking for someone who can think strategically, operate hands-on, and build a high-performing team in a fast-scaling environment.Key Responsibilities:
Lead and Scale the Team
  • Lead, mentor, and grow the Customer Operations team
  • Build a high-performance culture focused on ownership, accountability, and continuous improvement
  • Define hiring plans, team structure, and career development paths
Own Customer Operations Strategy
  • Set the long-term vision and strategy for Customer Operations
  • Identify gaps in the current customer experience and build solutions to address them
  • Align operations with company growth and product priorities
Build Scalable Processes
  • Design and implement scalable support workflows across all channels
  • Track and improve key support metrics such as response time, resolution time, and CSAT
  • Drive initiatives that reduce support volume through proactive and smarter support
Leverage AI & Automation
  • Introduce AI and automation into the support workflow to improve efficiency and response quality
  • Identify opportunities to reduce manual work and surface issues earlier
  • Stay up-to-date on emerging support tooling and AI trends
Collaborate Across Teams
  • Partner closely with Product, Sales, and Onboarding teams
  • Turn customer feedback into actionable insights for product and business improvements
  • Ensure strong cross-functional alignment around customer experience priorities
Requirements
  • 6–8 years of experience in Customer Operations, Customer Success, or Support
  • 2–3+ years leading and scaling teams
  • Experience building or scaling support functions in high-growth environments
  • Strong mix of strategic thinking and hands-on execution
  • Data-driven mindset and comfort managing KPIs and operational metrics
  • Experience with support tools such as Zendesk, Intercom, Gainsight, or similar
  • Familiarity with AI or automation in support workflows
  • Excellent stakeholder management and cross-functional communication
  • Experience working with remote or distributed teams
Nice to Have
  • SaaS or technology company background
  • Experience in F&B, restaurant tech, or multi-location business platforms
Benefits
  • Competitive salary and bonus scheme
  • Nightshift allowance
  • Private medical insurance
  • Paid time off and flexible working culture
  • Opportunities for rapid career advancement
  • A dynamic and inclusive company culture
  • Access to the latest technology and tools for personal development
  • Comprehensive onboarding program for new employees
  • Employee recognition programs for outstanding performance
  • Participation in industry conferences and events
  • A supportive environment that encourages innovation and creativity
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!

Momos