About the Role
This role supports clients from onboarding through ongoing use of the platform, helping them maximize value by solving problems, answering questions, and guiding effective use of tools and features.
Responsibilities
- Onboard new clients to the platform efficiently
- Act as the primary contact for customer inquiries
- Troubleshoot and resolve technical and operational issues
- Monitor customer health and engagement metrics
- Identify and escalate product feedback to internal teams
- Guide clients through feature adoption and best practices
- Maintain accurate records of customer interactions
- Respond promptly to support tickets and emails
- Collaborate with sales and implementation teams during handoffs
- Track and report on customer satisfaction trends
- Proactively reach out to at-risk accounts
- Assist in creating customer-facing documentation
- Educate users on platform updates and changes
- Follow up on unresolved issues until resolution
- Support the achievement of customer retention goals
- Participate in customer check-in calls
- Escalate technical bugs to engineering teams
- Ensure service level agreements are met
- Gather insights to improve customer experience
- Coordinate with billing for account-related concerns
Nice to Have
- Prior experience in a tech-enabled service industry
- Knowledge of restaurant or food delivery operations
- Experience with onboarding digital platforms
- Familiarity with analytics dashboards
- Background supporting SMB clients
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid
Team
Customer-facing team focused on onboarding and support
What We Offer
- Opportunities for professional development
- Inclusive and collaborative work culture
- Flexible working hours within hybrid model
- Exposure to fast-growing tech ecosystem
- Employee wellness initiatives
Growth Path
- Clear progression routes within customer success function
- Mentorship from experienced team members
- Regular performance feedback
- Training on product and industry trends
- Leadership opportunities based on performance
Available for eligible candidates
