About kea

Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!

Our Commitment as a team

At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the role

You will be joining the autosquad team, focusing on automating the order-taking process through AI. Your role will be pivotal in storing, organizing, and transforming data to train and experiment with new models, ensuring our AI can handle increasingly complex orders.

What your day-to-day looks like

• Designing, constructing, and managing data warehouses and lakes
• Ensuring data quality and accessibility by cleaning and preprocessing datasets
• Developing and maintaining ETL pipelines in a cloud environment
• Collaborating closely with ML Ops, ML, and software engineers to support data access for model experimentation

What sets you up for success

• Basic experience in data storage, data manipulation, and programming
• At least 4 years of experience as a data engineer
• A Bachelor's degree in Computer Science, Data Science, Physics, Mathematics, or a related field
• Proficiency in data modeling, warehousing, SQL/NoSQL databases, Apache Spark or Flink, Pandas, NumPy, cloud services (AWS, GCP), and DevOps practices
• Software engineering skills in Python, JavaScript, and familiarity with CI/CD tools

What we offer

• Generous stock option plan
• 100% employer-paid medical and mental health care benefits. Vision and dental are also available
• Flexible time off
• Remote work
• 401K
• Ownership, responsibility, and empowerment in what you do
• Incredible teammates and a caring workplace culture

About kea

Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!

Our Commitment as a team

At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the role

kea is seeking an experienced customer enthusiast to join our team as a Customer Success Lead, focusing on deploying, managing, servicing, and supporting customers using our rapidly growing Voice AI solution for restaurants. You will be responsible for establishing our new Customer Success pillar within the organization, hiring and leading a talented post-sales Customer Success, Account Management, and Support team, working with some of the most incredible brands in the country. You will join our Operations leadership team and report to the Chief Executive Officer.

You can work remotely from anywhere in the U.S. or at kea’s office in Chicago.

Responsibilities / What your day-to-day looks like

• Establish a new pillar within kea, Customer Success and establish standards for what it should look like. You will rethink how we approach Tier 1 and Tier 2 support and how these teams can scale efficiently to improve coverage and compliment our team the front lines of the customer experience to provide day-to-day support in addition to ongoing optimization and strategic advice.
• Establish a Customer Success foundation to include a smooth onboarding process (Implementations), technical post-sales strategic consulting (Technical Account Management), relationship building/reporting (Account Management), day to day support (Customer Service), and more proactive churn avoidance through the creation of a Critical Account Program.
• Implement scalable customer health scores and develop processes to proactively address trends to improve the customer experience.
• Attract high potential individual contributors into the team and provide growth opportunities by coaching team members, up-leveling skill sets, and guiding the career paths of the CSM team, and create a rapid onboarding process for new team members.
• Work cross-functionally with Operations, Sales, Marketing, Product, and Engineering to produce an amazing customer experience at every kea touchpoint.
• Influence future Customer Lifetime Value through higher product adoption, customer satisfaction, and overall health scores.
• De-risk and defuse customer escalations.
• Grow customer advocacy by helping our customers realize significant value from kea, and then working with Sales and Marketing to help tell those stories
• Drive new business growth through greater advocacy and reference-ability
• Inspire Customer Success across the company, collaborating with each kea team with the goal of exposing our employees to our customers in an effort to help identify and resolve pain points.

What sets you up for success/qualifications:

• 10+ years of leading, growing, and scaling top performing teams in Customer Success for B2B (SaaS or something close to it)
• Skills and experience needed to build a Customer Success pillar from 0 —> 1
• Ability to manage escalations at all levels, operators through C-level executives
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Fast paced, authentic, and enthusiastic leadership with the ability to inspire others
• Excellent communication and presentation skills
• Legally able to work in the U.S.
• Seed-Series B experience at a tech company that worked with restaurants a plus, but not required

What we offer

• Generous stock option plan
• 100% employer-paid medical and mental health care benefits
• Dental and vision benefits
• Unlimited PTO
• Remote work (US-based/remote or Chicago office)
• 401K
• Ownership, responsibility, and empowerment in what you do
• Incredible teammates and a caring workplace culture

About kea

Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!

Our Commitment as a team

At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the Role

A remote trainer for kea plays a crucial role in equipping agents with the knowledge, skills, and tools needed to deliver exceptional customer service and achieve performance goals in a virtual environment. The trainer's efforts contribute directly to the success and efficiency of operations and the overall customer experience. Being highly accountable is essential, as you will split your time between working independently and alongside other kea Operations team members.

To be considered for this opportunity, please submit a resume/CV in English.

What your day-to-day looks like:

• Conduct comprehensive remote training sessions for both new hires and existing employees using Zoom. This includes, but is not limited to, orientation sessions designed to familiarize new hires with the organizational culture, values, and expectations
• Facilitate interactive and engaging training sessions to enhance agent skills based on kea policies, brand procedures, and essential technology tools needed for their roles
• Provide constructive feedback and coaching to agents during and after training sessions to ensure skill development and performance improvement
• Monitor and evaluate trainee performance through assessments, quizzes, and mock calls.
• Collaborate with Workforce Management and Quality Control teams to identify training needs and gaps
• Ensure training activities are completed and properly documented by maintaining accurate records
• Prepare and assist with maintaining internal reports and dashboards to track training effectiveness
• Engage in regular communication and collaboration with teams at kea and our BPO partners by actively participating in virtual meetings, training forums, and knowledge-sharing sessions

What sets you up for success/Qualifications:

• 1+ years of Training experience
• 1+ yrs experience working at a BPO/Call Center
• Thrive in a super fast-changing environment and enjoy juggling multiple tasks within tight deadlines
• Accountable & Independent: you’re self-directed and take pride in your work. It’s clear that you’re invested in your own professional growth, as well as the growth of the company you represent
• Tech-savvy. Strong Google Sheets / Excel knowledge is needed
• Strong written and verbal communication in English
• Bilingual (English/Spanish) is a bonus
• Experience in a startup company is a plus
• Flexible/open availability. (4-5 hrs/day, 20-30 hrs/wk or more if needed, between the hours of 8am PST-8pm PST, including weekends)

What’s in it for you:

• Flexible hours (4-5 hrs/day, 20-30 hrs/week)
• Generous stock option plan
• Unlimited PTO
• 100% remote work from LATAM or Asia
• Opportunity to “wear lots of hats” and accelerate your career
• Ownership, responsibility, and empowerment in what you do
• Incredible teammates and a caring workplace culture

About kea

Launched in 2018, kea is changing the way restaurants operate. We've built a voice product that takes calls on behalf of the restaurant, helping customers place their orders without having to speak to someone in the store. This allows the restaurant to stop context-switching and focus on what they do best: making great food. We've raised $29m to date from top-tier investors and we're building an amazing team to drive the world's restaurant commerce. We've experienced significant revenue growth, and plan to continue that trend by providing even more value for our customers through our technology. There are tens of thousands of restaurants out there that need kea, and we're building for them.

Our Commitment as a team

We are one unit moving at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the role

We are seeking a skilled and intrinsically motivated Finance Manager with a passion for leveraging data to drive insights in the restaurant and hospitality tech space. Reporting to the Head of Finance, you will play a pivotal role in managing our day-to-day financial activities, as well as providing financial and data-driven insights to the company’s leaders to help drive strategic business decisions. This role will have a front seat in both strategic finance (including investor relations and capital raising) and operational finance (compliance, tax, AR and AP, vendor management).

What your day-to-day looks like

• Develop and manage financial models, forecasts, and budgets to support strategic decision-making
• Analyze financial performance, identify trends, and provide actionable insights to optimize resources and drive growth
• Prepare and present timely and accurate financial reports to management, investors, and board members
• Assist in fundraising activities, including preparing investor materials and financial projections
• Manage cash flow, working capital, and treasury functions to ensure liquidity and financial stability
• Organize reviews and evaluations for cost-reduction opportunities

Requirements:

• 4-7 years working at a start-up in a financial capacity or investment banking or commercial banking with credit training - preferably in the technology or restaurant vertical
• Strong analytical skills with the ability to translate complex data into actionable insights
• Experience with SQL is a must-have. Experience with data visualization tools (e.g., Tableau, Power BI) is a plus
• Excellent communication skills to articulate findings and collaborate effectively with diverse teams
• Detail-oriented mindset with a commitment to accuracy in reporting and analysis
• Experience with fundraising at an early-stage startup is a plus
• Prior experience in the restaurant or hospitality industry is preferred

What we offer:

• Generous stock option plan
• 100% employer-paid medical and mental health care benefits. Vision and dental are also available.
• Unlimited PTO
• Remote work (candidate must be US or Canada-based)
• 401K
• Ownership, responsibility, and empowerment in what you do
• Incredible teammates and a caring workplace culture

About kea

Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!

Our Commitment as a team

At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the Role

You will be a part of a team that is automating the order-taking process. Your mission will be to help our team find the best solution for transcribing audio from phone calls to interpret customer requests. This role plays a critical part in our organization, collaborating closely with the ML Ops member as well as the software and testing engineers to ensure the proper integration of ASR models into our ecosystem.

What your day-to-day looks like

• Upgrading and optimizing our ASR models
• Integrating ASR models with NLU pipelines
• Collaborating with both the ML Ops member as well as the software and testing engineers
• Identifying and solving challenges related to generating high-quality transcriptions of customer utterances
• Identifying and resolving ASR error propagation issues

What sets you up for success

• Basic experience in ML, programming, and acoustic modeling
• A minimum of 3 years of software engineering experience
• A minimum of 3 years of experience with ML
• A minimum of 1 years of experience with ASR
• Bachelor's degree in Computer Science, Data Science, Physics, Mathematics, or an equivalent field
• Knowledge and experience in Machine Learning concepts, NLP, Speech Processing, Acoustic and Language Modeling, Data Collection and Augmentation, Evaluation Metrics, and Software engineering with Python
• Familiarity with ASR frameworks such as Kaldi, Wav2Vec, Whisper
• Experience with data synthesis techniques like speed perturbation and room simulation

Nice-to-haves

• Academic publications in ASR, SLU, NLP, or NLU
• Experience in selecting and deploying ASR models in a production environment
• Familiarity with text-to-speech providers like GCP Speech-to-text, AWS Transcribe, or Deepgram

What we offer:

• Generous stock option plan
• 100% employer-paid medical and mental health care benefits. Vision and dental are also available
• Flexible time off
• Remote work
• 401K
• Ownership, responsibility, and empowerment in what you do
• Incredible teammates and a caring workplace culture