Customer Success Specialist

• →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.

• 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.

• 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.

TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.

_{TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.}