Job summary
The VIP Specialist Lead position at Springroll involves managing relationships with high-value restaurant clients and leading a team to enhance client retention and satisfaction. Candidates should have strong customer success experience, preferably in the restaurant industry, along with analytical skills and comfort using various digital tools. This full-time contractor role allows for remote work within US time zones.
Role details
- Role
- Full-time Contractor
- Industry
- Customer Service And Support
- Employment
- Contract
- Experience
- 3 Years +
Responsibilities
- design and lead initiatives to improve retention
- maintain relationships with VIP clients
- oversee a small team of VIP specialists
- collaborate with operations, finance, marketing, and sales
- analyze trends and feedback for improvements
- define and test scalable VIP programs
Requirements
- bilingual fluency in english and mandarin
- 3+ years in customer success, client relationship, or account management role
- familiarity with restaurant industry or food platforms
- comfortable with tools like excel, google sheets, and crm systems
- strong communication skills and a problem-solving mindset
Key skills
Bilingual
Customer Success
Client Relationship
Account Management
Excel
Google Sheets
Crm
Bi Tools
Communication
Problem Solving
Full job description
- <p>
<strong>Headquarters:</strong> North Carolina
<br /><strong>URL:</strong> <a href="http://www.springroll.com">http://www.springroll.com</a>
</p>
<p>We’re looking for a high-performing VIP Specialist Lead to drive our restaurant partner retention strategy and elevate the VIP client experience. This is a leadership-track role that sits at the intersection of customer success, operations, and strategic relationship management — perfect for someone who thrives in fast-paced, multicultural environments.</p>
<h3>Key Responsibilities</h3>
<ul>
<li>
<p>Strategic Retention: Design and lead initiatives to improve retention of our highest-value restaurant clients.</p>
</li>
<li>
<p>Client Engagement: Maintain close, proactive relationships with VIP clients, understanding their evolving needs and recommending solutions.</p>
</li>
<li>
<p>Team Leadership: Oversee a small team of VIP specialists (future-facing), ensuring performance, motivation, and development.</p>
</li>
<li>
<p>Cross-functional Liaison: Collaborate with Operations, Finance, Marketing, and Sales to ensure VIP programs are aligned with business objectives.</p>
</li>
<li>
<p>Insights & Reporting: Analyze trends and feedback to propose improvements to processes, perks, and overall satisfaction.</p>
</li>
<li>
<p>New Initiatives: Help define and test scalable VIP perks/programs as we grow beyond Chinese cuisine into broader US-based restaurant segments.<br /><br /></p>
</li>
</ul>
<h3>Qualifications</h3>
<ul>
<li>
<p>Bilingual fluency in English and Mandarin (or strong familiarity with Chinese restaurant culture in the US).</p>
</li>
<li>
<p>3+ years in a customer success, client relationship, or account management role (experience with restaurant industry or food platforms a big plus).</p>
</li>
<li>
<p>Comfortable with tools like Excel, Google Sheets, and CRM systems; bonus if familiar with BI tools.</p>
</li>
<li>
<p>Strong communication skills and a problem-solving mindset.</p>
</li>
<li>
<p>Able to thrive in ambiguity and drive improvements independently.<br /><br /></p>
</li>
</ul>
<h3>Job Details</h3>
<ul>
<li>
<p>Location: Remote (preferably able to work at least 6 hours/day in US time zones 10am-12am).</p>
</li>
<li>
<p>Compensation: Starting from USD $18–$25/hour depending on experience, with growth opportunities.</p>
</li>
</ul>
<p><strong>Type: Full-time contractor.<br /></strong></p>
<p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/springroll-vip-specialist-lead-remote-us-based-hours-preferred">https://weworkremotely.com/remote-jobs/springroll-vip-specialist-lead-remote-us-based-hours-preferred</a></p>