Ritual.co Looking for Operations Specialist at Toronto, Ontario, Canada Full Time

Ritual delivers more than just an avenue to skip the lunch line – we serve up a true community experience, helping you connect with your social circle and local businesses via seamless technology, all built around what humans love most – food. Since day one, our mission here at Ritual has been to help restaurants thrive.

We are looking for an Operations Specialist to continue to drive our mission forward. The right person for this role loves to have their hands in a few cookie jars at the same time, and is eager to dive in, learn quickly, and offer a stellar experience to merchants and customers on the Ritual platform. By joining the team, you’ll get to experience working at one of Canada’s most established food-tech startups. Some of our top merchants who love Ritual include Wilbur, Banh Mi Boys, Burrito Boyz, Freshii, Fresh, Hero Burger, Chatime, Aroma Espresso Bar, Pai and more!

As an Operations Specialist at Ritual, you will…

• Ensure customers love Ritual by providing excellent resolutions to daily support requests in a timely fashion
• Maintain and improve Ritual’s 4.8 star app rating and amazing customer experience reputation across markets
• Flex your investigative skills to safeguard our merchants and customers from potentially fraudulent activity, exercising a sharp eye to watch for any anomalies
• Problem solve and liaise directly with important corporate account admins to help keep their employees happy and loving their Ritual credits (accounts include Rakuten, TouchBistro, and more!)
• Work closely with engineering, marketing, and product teams to identify trends, bugs and recurring issues causing customer complaints and churn
• Help improve and maintain Ritual’s online and in-app help center
• Help identify any gaps in our processes and have the opportunity to shape improvements

We’re looking for an Operations Specialist that…

• Has excellent customer service experience: you can effectively and empathetically identify what our customers and corporate accounts’ needs are and ensure they’re met
• Has excellent communication skills: you can communicate compellingly with a variety of stakeholders and possess excellent written skills
• Has strong investigative skills: you can use data to identify potentially fraudulent scenarios and can navigate tough reimbursement scenarios
• Is disciplined and possesses excellent time management skills: you can juggle a variety of different priorities effectively, meeting deadlines and tackling the daily volume of work to maintain smooth day to day operations.
• Is action-oriented and loves problem-solving: you take prompt action to accomplish work goals and achieve results beyond what is required; you proactively notice any gaps or issues and respond quickly to solve them
• Is a resourceful fast-learner: you are comfortable onboarding remotely and can learn a variety of topics quickly to hit the ground running
• Is responsible & accountable: you will be given real responsibility here with the opportunity to make an impact. You are expected to demonstrate ownership over your work

Why you’ll love working at Ritual:

• Contribute to a lifestyle-changing consumer product throughout North America, UK and Australia
• Ritual credits for you to spend at the best restaurants
• Healthcare coverage from day one, and a flexible vacation policy (Need time? Take time)
• Equity in the business – ownership is a key value at Ritual and we want you to share in our long-term success
• Quarterly Wellness Days – your whole team takes an extra long weekend to refresh
• Work with truly elite peers while making a significant impact!

About Ritual:

Founded in 2014 by three serial entrepreneurs, we help small businesses thrive in a digital culture with the ease and convenience of push button ordering, while retaining the human connection that makes local shops special. We believe we’re making a positive cultural impact on a global scale – and our investors do, too: we’ve raised over $140M in funding, helping us bring Ritual to cities in Canada, the United States, the UK and Australia. Hungry for more? Visit us at https://ritual.co/

Ritual fosters and welcomes diverse teams and ideas: ideas that are new, different, and game-changing. We constantly strive to live up to our core values of authenticity, open-mindedness, and focusing on impact. We aim to build a culture where difference is valued, every team member has a seat at the table, and all voices are heard. It is thus our mission to attract and cultivate diverse perspectives by empowering our people to bring their authentic selves to work every day.

We are committed to continuous improvement, and a diverse and inclusive workplace for all. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Accommodations are available upon request for candidates engaging in Ritual’s selection and interviewing process.