Operations Associate - Milan

About Us: Tebi is creating the first Connected Restaurant Management System that makes hospitality flow. In one seamless platform, Tebi embeds sales, reservations, kitchen prep, payments, and all the data that powers it, creating smooth service and intuitive insights. Founded by Arnout Schuijff, co-founder of Adyen, and backed by €50 million in funding from Index Ventures & CapitalG, Tebi is built in service of hospitality first. Thousands of restaurants, cafés, bars, and coffee shops across the Netherlands, UK, Spain and more countries soon, love running on Tebi. About the Role: We’re looking for a true startup Operations person. Operations make our merchants thrive. From the first meeting to the go-live to working and growing together - this person will own this process and make it all happen. This role is for someone who likes working with the product, becoming an expert in it and teaching others. Your day-to-day will be a mix of hands-on ops, project management, customer communication and problem solving. We are reshaping the future of hospitality tech, and this role is at the forefront of it. What You’ll Do: - Onboarding / Implementation: - Manage the end-to-end onboarding process: Own the customer journey from sales handover through setup, training, and go-live, ensuring implementation remains on track, addressing any concerns and ensuring merchants are set up for long-term success. - Relationship Management: Serve as the main point of contact for new merchants to ensure smooth implementation by guiding merchants through clear communication, addressing any concerns and prioritising customer satisfaction. - Training: Conduct training sessions for merchants on the effective use of the relevant Tebi products. - Drive Process Excellence: Identify bottlenecks, streamline workflows and develop scalable onboarding processes that improve efficiency, reduce time-to-value, and optimise merchant experience. - Account Management / Support: - Act as the primary liaison for merchants: Provide post-go-live account management, including managing inquiries, conducting proactive check-ins and troubleshooting - and identifying opportunities for merchants to maximise value from the Tebi platform. - Engagement and Retention: Build long-term relationships with merchants, ensuring they remain active, satisfied, and growing on the platform. - Collaborate with Product teams, acting as the voice of the customer to align merchant needs with platform improvements and product roadmap. - Collaborate with Central Ops teams to optimise processes and automate routine tasks to improve operational efficiency. - Data & Analytics: Track and report on key onboarding and customer success metrics, enabling data-driven decision making by leveraging data to identify growth opportunities and operational bottlenecks. What We’re Looking For: - 3-5 Years of experience in implementation, onboarding, customer success, consulting, or hospitality/food-tech operations. - Strong project management skills with the ability to manage multiple projects simultaneously. - Excellent stakeholder and communication skills. - Proven success in process optimisation and building scalable workflows. - Analytical mindset, able to use data to inform decisions and measure success. - Problem-solving mindset with a keen attention to detail. - Comfortable operating in a fast-moving, high-growth startup environment. - Bonus: - Technical proficiency in POS systems and related technologies (Bonus) - Knowledge and experience with Hospitality - Must be fluent in English and Italian. Benefits: - Start-up Equity - Competitive Salary - Team building events Our Values: - Build Globally, Execute Locally - We are on a path to evolve an entire industry. We build products globally and we execute our world class operations locally. - Manifest the Win - Changing the world never comes easy. It takes grit. We are playing a team sport and we know winning is a conscious decision. - Launch fast and iterate - We