Who we are

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

About the Role

We’re looking for an Enterprise Process Analyst to join our data & operations team. In this role, you’ll monitor the health of our revenue recapture business through data: identifying anomalies in performance, surfacing issues across data pipelines or operations, and helping ensure that what we deliver to customers is both accurate and actionable.

This is not just a technical data quality role. You’ll work across systems and teams to proactively detect drops, gaps, or unexpected patterns in revenue and product performance and help determine whether they stem from technical failures, operational gaps, or real-world customer behavior. Your work will guide fast triage, help us prioritize fixes, and improve the trust stakeholders have in our platform.

What you’ll do

• Monitor core KPIs across customers, segments, and systems to identify unexpected drops, spikes, or anomalies
• Investigate the root cause of business performance issues, whether due to data issues, operational breakdowns, or product changes
• Build and maintain dashboards, alerts, and monitors to detect early signs of degradation in revenue recapture outcomes
• Partner with Engineering to debug technical issues; with Operations to flag workflow breakdowns; and with Product to validate system behavior
• Maintain and evolve business health checks that serve as our early-warning system
• Create documentation and playbooks to improve response times and support proactive quality practices across the organization

What we’re looking for

• Strong analytical skills and experience working with business KPIs and operational metrics
• Proficiency in SQL and experience with dashboarding/BI tools (e.g., Looker, Tableau, Mode)
• A cross-functional mindset: you’re comfortable working with data engineers, product managers, and ops specialists alike
• Strong sense of ownership and bias for action: you don’t just surface issues, you help solve them
• Bonus: experience with data quality monitoring tools or operational alerting systems

What else you need to know

This role is based in our Los Angeles office. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in person. That’s why all of our teams (except for our field-based roles) work from one of our office locations 5 days a week.

The base salary range for this role is $100,000 - $125,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Time Off policies:
• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave

Benefits are subject to change at the company's discretion.

Atoms accepts applications on an ongoing basis.

Ready to join us as we serve those who serve others? 

#LI-Onsite

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. 

What you’ll do

We are looking for a Sales/GTM enablement specialist who is excited about building scalable sales training content that can be delivered through a variety of modalities to group and individual learners. The ideal candidate will also continuously adapt the curriculum & content to account for rapidly-evolving product, sales processes, and tools stack.

• Sales Onboarding: prepare new-hire account executives by conducting orientation to Otter’s product and sales process, developing individual coaching plans, and providing resources and assistance to ensure effectiveness.
• Training Programs: create learning content to support individual and group learning paths, including live presentations, videos, online courses, and skills assessment tests.
• Deeply understand the customer journey and observe sales encounters (empirically and through data) to make iterative optimizations to the sales process, informed through data-driven experimentation (e.g., A/B testing).
• Develop self-service training materials and resources to empower employees to continue their training independently. 
• Collaborate with the GTM leaders and Sales Operations to ensure tools positively support the sales process.
• Partner with Product Marketing to jointly execute go-to-market; coordinate with Regional Sales Operations to operationalize (for example, pushing leads/tasks proactively to sales reps).
• Establish key metrics to measure the efficacy of sales training investment (ROI on training hours).

We are looking for:

• 2-5+ years of domain experience in sales enablement or sales training (bonus points if you’ve been in a direct sales/business development role in the past). 
• Knowledge of GTM enablement programs, sales methodologies, and best practices.
• Excellent communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences.
• Proven ability to work with stakeholders, understand needs and translate vision into a clear strategy.
• Experience working within a global, cross-functional team environment and an ability to lead, influence, and continuously improve people and processes.

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Los Angeles office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

The base salary range for this role is $100,000 - $110,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Time Off policies:
• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave

Benefits are subject to change at the company's discretion.
Atoms accepts applications on an ongoing basis.

Ready to join us as we serve those who serve others? 

#LI-Onsite

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. 

About the role:

The Workforce Management (WFM) Real-Time Analyst is responsible for monitoring, managing, and optimizing real-time performance across Customer Support operations. This role ensures service level attainment, efficient staffing utilization, and rapid response to intraday performance variances.

The ideal candidate is analytical, detail-oriented, and highly responsive, with a strong understanding of contact center operations and workforce planning principles.

What you’ll do

• Develop and maintain accurate workforce management forecasts and schedules based on historical data, anticipated call/chat/email volumes, and staffing requirements.
• Monitor real-time performance metrics such as call/chat/email volumes, service level, and agent adherence to schedule.
• Identify trends and patterns in customer support demand and make proactive recommendations to optimize staffing levels and resource allocation.
• Monitor and manage inbound queues, ensuring timely response to customer inquiries across multiple channels.
• Collaborate closely with team supervisors and managers to prioritize and schedule breaks, lunches, and meetings while ensuring adequate coverage.
• Coordinate and communicate channel switches based on real-time analysis, balancing workload and ensuring seamless customer support experience.
• Generate reports and provide analysis on key performance indicators (KPIs) and adherence to SLAs to identify areas for improvement and optimize team performance.
• Conduct regular meetings with team members to review performance metrics, address any concerns, and provide feedback on performance.
• Stay up to date with industry trends and best practices in workforce management and real-time analysis to continually improve processes and systems.

What we’re looking for

• Previous experience as a Workforce Management or Real-Time Analyst in a customer support or contact center environment.
• Strong analytical skills with the ability to interpret data and make informed decisions in real-time.
• Proficiency in using workforce management and reporting tools to analyze and manage contact center operations.
• Excellent communication skills with the ability to effectively collaborate and coordinate with team members and stakeholders at all levels.
• Strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic environment.
• Knowledge of customer support metrics and KPIs, such as service level, average handle time, occupancy, and adherence.
• Ability to adapt to changing priorities and make quick decisions to optimize resource allocation.
• Strong problem-solving skills and the ability to identify process improvements and drive change.

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Manila office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

Ready to join us as we serve those who serve others? 

#LI-Onsite

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. 

About The Role:

As a Support Team Lead at CSS, you will empower and inspire a team of support agents to deliver exceptional customer experiences. You’ll play a key role in shaping how the team operates by leading people development, optimizing schedules and queues, and fostering a high-performance, customer-obsessed culture.You will work closely with other Team Leads and the US&C People Ops Manager to ensure a high quality of service in support.

The right person for this role will be a natural leader who gets satisfaction from applying a logical approach to management.

What you’ll do

• Leading and managing your team of support specialists for the region.
• Keep a pulse on support specialist performance within your team, providing feedback where necessary and ensuring high performance through support tools and metrics.
• Motivate and coach support specialists to hit productivity and project goals.
• Manage and triage all support channels and queues throughout the day, ensuring our SLAs are hit, and both customer and internal requests are prioritised correctly.
• Manage support shifts to ensure that we have optimal coverage.
• Respond to and liaise with support specialists during their shift in case they need assistance.
• Lead from the front by exemplifying what great quality support looks like, by responding to customers via all of our channels.
• Work closely with the wider US&C SOS team on extra projects for the wider success of the support team.
• Work with stakeholders to deliver the team's project and KPl requirements.

What we’re looking for

• 5+ yrs of proven experience in a Team Lead, Supervisor, or Senior Specialist role.
• Strong skills in coaching, mentoring, and team development.
• Excellent organizational and multitasking abilities.
• Strong analytical skills; proficiency in Google Sheets, reporting tools, and data analysis.
• High attention to detail, especially when preparing reports or conducting audits.
• Experience with process documentation (SOPs) and quality assurance practices preferred.
• Strong verbal and written communication skills.
• Ability to thrive in a fast-paced and dynamic environment.

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Makati office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

Ready to join us as we serve those who serve others? 

#LI-Onsite