Customer Success Team Lead

<p><strong>Who we are&nbsp;</strong></p> <p>At Kitchen Park, our mission is centered on enhancing affordability, quality, and convenience for all. By repurposing underutilized properties into smart, fully equipped kitchens, we empower restaurateurs to thrive in the evolving food delivery landscape while delivering better experiences to customers and local communities.</p> <p>We offer customized kitchen spaces designed for modern chefs and restaurant owners looking to tap into or scale within the delivery market. Our facilities support the production of virtually all cuisine types and can be tailored in both layout and equipment to meet specific operational needs. As our partners grow, we grow with them—providing flexible solutions that support expansion at every stage.</p> <p>&nbsp;</p> <p><strong>What you’ll do</strong></p> <ul> <li>Oversee and manage a team of Customer Success Associates&nbsp; to deliver against key business KPIs, including active user growth, churn reduction, and upsell revenue.</li> <li>Develop, coach, and scale account management capabilities across the team, focusing on growth opportunities, operational efficiency, upselling/cross-selling, and customer-first problem-solving.</li> <li>Design, implement, and continually optimize core business and account management processes to ensure efficiency, scalability, and effective communication loops.</li> <li>Own and maintain reporting cadences (daily, weekly, monthly) to track team performance and account health.</li> <li>Drive innovation by brainstorming, testing, and launching product enhancements and services that improve customer outcomes.</li> <li>Collaborate cross-functionally with sales, onboarding, support, product, and other business teams to advance roadmaps, act as the voice of the customer, and refine best practices.</li> <li>Handle customer escalations directly and support high-touch accounts to mitigate churn and protect revenue.</li> </ul> <p><br><br></p> <p><strong>What we are looking for&nbsp;</strong></p> <ul> <li>3–5+ years of experience in Customer Success, Account Management, Operations, or a related customer-facing role</li> <li>Previous team leadership or mentoring experience&nbsp;</li> <li>Strong communication and stakeholder management skills</li> <li>Experience managing customer relationships and handling escalations professionally</li> <li>Commercial mindset with the ability to identify upsell and growth opportunities</li> <li>Analytical and data-driven approach to tracking performance and account health</li> <li>Strong organizational and process improvement skills</li> <li>Ability to work cross-functionally with sales, onboarding, support, and product teams</li> <li>Problem-solving mindset with a customer-first approach</li> <li>Comfortable working in a fast-paced, scaling environment</li> <li>Experience with CRM tools and reporting dashboards is preferred</li> <li>Passion for team development, coaching, and operational excellence</li> </ul> <p><br><br></p> <p><strong>Why join us</strong></p> <ul> <li>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.</li> <li>Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.&nbsp;</li> <li>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.</li> </ul> <p><br><br></p> <p><strong>What else you need to know&nbsp;</strong></p> <p>This role is based in our Amman office. 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.&nbsp;</p> <p><br><br></p> <p><strong>Ready to join us as we serve those who serve others?&nbsp;</strong></p> <p><em>#LI-Onsite</em></p>