Customer Success Specialist

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, youll work directly with restaurant owners and operators to ensure theyre set up for success: proactively reaching out, identifying where customers need support, guiding them through product changes, and making sure theyre getting real value from the platform every day.

This isn't your typical support or sales position; it lives right in the sweet spot between the two. Youll act as an outbound coordinator, a product coach, and a champion for our customers. If you bring restaurant experience, excellent communication skills, and a passion for hands-on problem-solving, this role was made for you.

What Youll Do

• 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.

What You Bring

• Must have worked in a restaurant, caf, bar, or hospitality environment - you understand the pace and whats 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 - youd rather figure out why something broke than pass it along.
• Comfort with ambiguity and the ability to think on your feet when the situation doesnt 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.
• 12 years in a customer-facing role: contact centre, customer support, inside sales, or similar.