About the Company

A product suite built for today’s restaurants

Empowering restaurants to thrive in the takeaway era with a hands off resolution management platform

Role Overview

The Account Manager (QA & Operations) plays a key role in ensuring the performance and

reliability of our clients’ systems, from camera coverage and aggregator integrations to CRM

health and dispute management SLA’s.

This role combines hands-on operational quality checks, data analysis, and client

relationship management to maintain high win rates, streamline processes, and deliver

measurable results for every brand we support.

Key Responsibilities

QA & Operations

• Conduct daily camera checks across client sites to ensure:
• All cameras are online and operational.
• Camera positioning fully covers order packing areas.
• Orders are consistently packed within camera view.
• Log and escalate offline or misaligned cameras to the restaurant, ensuring swift corrective action.

Account Management

• Maintain and verify CRM & aggregator platform health:
• Ensure menus are fully uploaded and current.
• Track claims progress and drive resolution within 48 hour SLA.
• Confirm aggregator credentials and access rights are valid.
• Check cloud storage availability and compliance.
• Identify and correct duplicate or incomplete CRM records.
• Analyse weekly win rates (target: 90%+) and investigate causes of loss — e.g. camera downtime, missing menus, aggregator issues, or data gaps.
• Recommend corrective actions and communicate directly with the customer.

Continuous Improvement & Reporting

• Develop and maintain a Brand QA Scorecard for each client, including:
• Camera uptime (98% target)
• Order visibility (95%+ target)
• CRM health (100% menus live; 95%+ claims closed on time)
• Aggregator access (100% functional)
• Cloud storage status (100% up-to-date within 24h of onboarding)
• Win% (progressive monthly improvement)
• Rank sites based on performance to prioritise support.
• Share best practices and quick wins across all accounts.
• Maintain a master performance sheet tracking all brands and locations weekly.