Customer Relations Manager

About The Role

Two groups of people need BiteOut to work, and from your first week both of them are yours. The restaurants first. Every partner now runs their own listing from the BiteOut app - deals, menu, photos, opening hours, staff training, even the ads they buy from us. So this is not a job where owners phone in changes and you type them into a panel. It is the job of making sure they can do it themselves, and that what they end up with is any good. That means teaching. Sitting with an owner and walking them through the app until it sticks. Coming back when the staff has turned over and the new servers have never heard of BiteOut. It also means paying attention: a venue whose deal has not changed in three months, a listing with four bad photos, a partner who has quietly stopped opening the app. You notice that and you go, before it becomes a partner we lost. The handful of things the app still cannot do, like changing a registered address, come to you. Then the members. Somebody redeems a deal and the restaurant does not honour it. Somebody cannot get the app to do what they expect. Those people reach us on Instagram, on WhatsApp, or through Help in the app, and there is no tidy queue collecting any of it. You catch it, you sort it, and you go back to the restaurant about it. Turning that into something that actually runs is part of the job, not a side task. This is full-time, six days a week with one rotational day off. Out visiting partners a good part of the week, at a desk the rest. You report directly to the founder.

Your job, end to end.

Teach it. Watch it. Go back and check.

0 1

Handoff

Every partner a rep signs gets handed to you.

0 2

Teach

Walk the owner through the app until they can run it alone.

0 3

Visit

Key accounts on a rhythm. Not only when something breaks.

0 4

Notice

Stale deals, bad photos, a partner gone quiet. Catch it early.

0 5

Handle

Owner problems, and members who had a bad night out.

0 6

Close it

Go back to the member and tell them what happened.

The job

Sales gets them in. You are the reason they stay.

The app gave partners the controls. It did not give them a reason to care, or anyone to notice when they stopped. A restaurant that feels looked after renews and tells other owners. A member whose bad night got sorted properly stays a member. Nobody at BiteOut owns either of those today, which is exactly why we are hiring for it.

Who we're looking for

• 2–3 years of customer success, account management, or operations experience F&B, hospitality, or similar
• Based in Kathmandu Valley with your own scooter or bike for the partner visits that need showing up
• Fluent Nepali (essential - most owners prefer it) and professional English
• Comfortable on phone and WhatsApp all day fast typist, faster responder
• Knows when to handle it yourself and when to escalate
• Calm with a frustrated owner on the line
• Fair to both sides when a member and a restaurant disagree about what happened, somebody has to land it
• Notices things nobody reported the best version of this job is the problems that never became complaints
• Can teach a non-technical person to use an app patiently, in Nepali, on their phone, more than once
  
  

What you'll learn

• How customer success actually works in a marketplace business
• What makes restaurant partners stay, and what makes them leave
• How a self-serve product actually lands with people who did not ask for one
• How an early-stage startup operates from inside - product, ops, sales, all of it