Job Title

Join the Food Tech Revolution at EatClub!EatClub is one of Australia''s fastest growing tech companies backed by iconic chef Marco Pierre White and trusted by thousands of restaurants across Australia and the UK.Our Mission Is SimpleHelp restaurants fill empty tables. Help diners discover lastminute dining deals. Help the hospitality industry thrive.With more than 2 million diners on the app and rapid global expansion, we are building a global platform and are looking for top performers who are driven by performance, growth, and winning.The OpportunityThis role exists to bring clear ownership and followthrough to how issues move through the business. As our systems and teams scale, issues increasingly span multiple functions and can stall without a single accountable owner. This role sits at the intersection of Customer Experience and technical resolution tracking issues endtoend, coordinating across teams, surfacing root causes, and ensuring nothing falls through the cracks.By providing visibility, structure, and momentum, this role helps teams resolve issues faster, learn from recurring problems, and continuously improve the reliability of our systems and internal processes.What You''ll DoOwn customer and staffreported issues endtoend, from first report through to resolution, communication, and followup.Act as the single point of accountability for ensuring issues are resolved, regardless of which team ultimately does the work.Proactively drive resolution by coordinating across Product, Engineering, Operations, and external partners as needed.Investigate issues handson, using data, logs, dashboards, and monitoring tools to identify root causes and inform resolution.Champion the experience of both customers and staff, ensuring issues are handled with urgency, clarity, and empathy.Identify recurring problems and push for permanent fixes, focusing on root causes rather than shortterm workarounds.Establish clear expectations around responsiveness, ownership, and quality of support across the business.Improve visibility and trust through clear communication, status updates, and closure of issues.Use data and feedback to continuously improve how issues are reported, triaged, and resolved.What We Are Looking ForStrong ownership mindset: Takes accountability for issues endtoend and drives them to resolution.Handson technical problemsolving ability: Comfortable investigating issues using data, logs, dashboards, and monitoring tools to identify root cause.Resilience and persistence: Able to stay focused under pressure, push through ambiguity, and see complex issues through to a clear outcome.Outcomefocused negotiation: Skilled at balancing excellent customer outcomes with business, technical, and operational constraints.Crossfunctional leadership: Able to coordinate and influence Customer Support, Account Management, Engineering, Product, Operations, and external partners to get results.Excellent communication: Clear, calm, and structured communication with both customers and internal teams during incidents.Customerfirst thinking: Balances empathy with urgency when handling customer and staffreported issues.Systems thinking: Spots patterns, connects signals, and pushes for permanent fixes rather than repeated workarounds.This Role May Be a Strong Fit IfHave previous experience in CS, but you are very technical and know how to resolve many issues by yourself.Naturally take ownership of problems and don''t wait for perfect clarity before acting.Are comfortable working across technical and nontechnical teams and know how to keep things moving.Enjoy digging into issues using data, logs, dashboards, and system signals to understand what''s really going on.Care deeply about delivering good outcomes for customers and staff, even when you''re working behind the scenes.Stay calm and persistent when things get messy, ambiguous, or highpressure.Like bringing structure, visibility, and followthrough to processes that are still evolving.Get satisfaction from fixing root causes and preventing issues from happening again, not just closing tickets.Maybe This Role Is Not For You IfYou prefer narrowly defined responsibilities and clear handoffs rather than owning issues endtoend.You''re looking for a purely customerfacing or purely engineering role.You''re uncomfortable pushing for action, following up, or holding teams accountable in a constructive way.Ambiguity, changing priorities, or incomplete processes are frustrating rather than motivating.You prefer working on wellestablished systems with minimal firefighting or crossteam coordination.You''re not interested in investigating technical issues or engaging with data and system behaviour.Why You Will Love EatClubJoin a fastgrowing Australian startup expanding across the UK and AUReal career progression and growth opportunitiesWork with a supportive, collaborative leadership teamYour work has immediate impact in a fun, energetic environmentStaff discounts and dining vouchers to enjoy through EatClubIf this sounds like you, apply and tell us your story!We love a good cover letter. The more you, the better. #J-18808-Ljbffr