Customer Support Agent Revenue · London Head Office ·

Location: Central London (Hybrid remote - 2 / 3 days a week in the London office)

Job Type: This is a full-time role, working five days per week on a rotating shift pattern. Shifts will vary, our current slots are: 06:00 - 15:00, 09:00 - 18:00, 14:00 - 23:00. The role also includes regular weekend working, with a current average of one weekend in every four.

Why join us? If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time.

Our Vita Mojo DNA: We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.

About the role: Your Mission as a Customer Support Agent at Vita Mojo. At Vita Mojo, we’re transforming how restaurants leverage technology to enhance both operations and the customer experience. As a Customer Support Agent, you’ll be at the heart of this transformation, collaborating with top restaurant brands to help them fully utilise the Vita Mojo platform. Your role will involve answering product inquiries, gathering valuable feedback, escalating issues, and acting as the key liaison between our clients and our Client Success, Product, Design, and Development teams. In this fast-paced, cross-functional role, every day will bring new challenges and opportunities. You’ll thrive in this position if you enjoy fostering client relationships, translating technical jargon for non-technical users, and deepening your expertise in the inner workings of the Vita Mojo platform. If you’re passionate about customer success and eager to become an indispensable resource, this is the perfect opportunity for you.

The day-to-day: Working in a startup means that things often change and we adapt to the growing and changing needs of the business, yet our primary focus remains the same - maintaining a world-class customer support experience and ensuring customers get the most out of Vita Mojo’s products and services. Reporting to our Support Team Lead, your responsibilities will largely cover the following areas:

• Customer Care: Taking ownership of customer queries and managing expectations at every stage to deliver impactful support. This ranges from prioritising quick responses via email and live chat to receiving customer calls and providing step-by-step guidelines for the resolution of complex issues.
• Product support: You will have a deep understanding of our products and the ability to configure or troubleshoot a diverse range of customer queries from recently onboarded clients to more complex issues that existing customers may have.
• Problem solving: You relish the challenge to investigate, diagnose, document, and prioritise customer issues, leveraging internal tools and escalation teams as necessary. This includes reproducing and documenting bugs for the Engineering and Product teams.
• Operational excellence: You delight the customer with every interaction. You will have a strong pulse on identifying key findings and suggesting product and process improvements to continually optimise performance. This includes updating our internal knowledge hub with information about technical issues and useful discussions with customers. Sharing feature requests and effective workarounds with team members.
• Key Performance Indicators: You enjoy taking ownership of driving performance metrics to deliver world-class service. Some of these include: customer satisfaction (CSAT), time to first response, handle time and ticket resolution rate.

About you:

• Previous experience: You’ve worked in a customer facing role, working with business critical software that is vital to day to day operations.
• Customer focused: You have a passion for talking to customers all day, every day. You empathise with clients in a genuine way that lets them know you understand their pain points, how they use our suite of products and, more importantly, why.
• Communication: You’re an articulate communicator (both written and verbal). You enjoy crafting clear and concise messages to customers and internal stakeholders alike with the ability to adjust the level of technicality based on the end user.
• Technically proficient: You genuinely enjoy technology and have the ability to grasp complex concepts relating to Vita Mojo’s Operating System.
• Time management: You’re able to balance multiple priorities while working in a high volume environment.
• Problem solving: You are naturally curious and embrace the challenge of solving problems, both with software and soft skills. Learning from previous obstacles and maintaining a proactive approach to anticipate future problems and act to mitigate their effects.
• Resilient: You’re able to stay focused, adapt and persevere in the face of obstacles.

It will be a bonus if you:

• Have previous experience in a customer support role within a B2B software company.
• Have previously worked in hospitality.
• Have previously used Zendesk or Salesforce in a support capacity.
• Have a basic understanding of web technologies (HTML, CSS).

Our Benefits and Ways of Working: We’re proud of the open, inclusive, and supportive culture we’ve built, and continue to build Vita Mojo. We operate a hybrid working model with two in-office collaboration days each week. Outside of those, we trust our team to manage their working day in a way that suits them, while being mindful of team needs, collaboration, and business priorities. This means you can flex your time when needed, whether for personal appointments, family responsibilities, or deep-focus work as long as you’re communicating openly and delivering on your goals.

• Private Healthcare: All team members have access to private medical insurance through Vitality Health, offering fast access to high-quality healthcare, wellbeing resources, and the Vitality Programme.
• Life Assurance: We provide Group Life Assurance through Legal & General, offering financial protection and wellbeing support to your loved ones in the event of your passing.
• Income Protection: Income Protection is offered via Canada Life to support you financially if you’re unable to work due to long-term illness or injury, with additional support to help you return to work when ready.
• Learning & Development: We believe that when you grow, we all grow. We’re proud to support professional development that helps you build transferable skills, whether that’s in your current role or to set you up for future success within the company. We’re also happy to support learning that’s not strictly role-specific, as long as it’s professionally enhancing and contributes to your broader growth at Vita Mojo.
• Holiday Allowance: Team members receive 25 days of annual leave plus public holidays. This increases with each full year of service, up to 28 days.
• Carer’s Leave: We offer one week (five days) of paid leave annually to support team members caring for a loved one.
• Parental Leave: Our enhanced parental leave policy supports all new parents after three months of employment. Primary caregivers receive 16 weeks of full pay, followed by 50% pay for an additional 16 weeks. Secondary caregivers receive four weeks of full pay, plus an additional two weeks after three years of service.
• Health Leave: We offer 12 days of fully paid sick leave annually to support your health and recovery.
• Birthday Leave: Take the day off to celebrate your birthday—it’s on us.
• Social Events: We host regular team socials, from monthly in-office drinks to quarterly offsites, celebrating milestones and enjoying time together as a team.
• Dog-Friendly Office: We welcome well-behaved dogs in our offices.