Customer Success Specialist

## About the Role TouchBistro helps restaurants run better — and our Customer Success team makes sure every customer gets the most out of their investment. As a Customer Success Specialist, you'll work directly with restaurant owners and operators to ensure they're set up for success: proactively reaching out, identifying where customers need support, guiding them through product changes, and making sure they're getting real value from the platform every day. This isn't a pure support role and it isn't a sales role. It lives in the middle - part outbound coordinator, part product coach, part customer advocate. If you've worked in a restaurant, talked to customers for a living, and get a quiet thrill from figuring out why something isn't working — this role was built for you. ## Responsibilities - Proactively engage customers and respond to inbound needs, helping them get full value from our platform. - Guide customers through product updates, new features, and changes to their setup clearly, patiently, and in plain language. - Identify at-risk accounts early, understand the underlying issue, and partner with internal teams to resolve concerns before they lead to churn. - Support customers with device and software setup by phone, video, or chat; troubleshoot in real time and escalate issues with the right context when needed. - Manage a steady flow of customer calls, messages, outreach, follow-ups, and account activity within a structured, desk-based shift environment. - Maintain accurate Salesforce records, including customer interactions, issues, commitments, and next steps. - Communicate professionally and effectively by phone and in writing, with clear follow-up that keeps customers informed and moving forward. - Meet engagement, retention, quality, activity, and follow-through expectations while delivering a strong customer experience. ## Requirements - Must have worked in a restaurant, café, bar, or hospitality environment - you understand the pace and what's at stake when technology lets a venue down. - Familiarity with POS systems, payment terminals, or restaurant technology. - Strong oral and written communication skills - you can calm a frustrated owner on the phone and send a clear, professional follow-up email. - Genuine curiosity and a problem-solving instinct - you'd rather figure out why something broke than pass it along. - Comfort with ambiguity and the ability to think on your feet when the situation doesn't match the playbook. - Accountable and organized: Own issues from first contact to resolution, track outstanding commitments, and ensure zero follow-ups are missed. ## Nice to Have - Bilingual in English and Spanish - a meaningful asset given the customers we serve. - Experience with Salesforce or a similar CRM. - 1–2 years in a customer-facing role: contact centre, customer support, inside sales, or similar.