Customer Success Specialist

TL;DR

Customer Success Specialist (Restaurant Technology): Helping restaurant owners and operators get full value from a POS and restaurant technology platform with an accent on customer engagement, product coaching, and real-time troubleshooting. Focus on identifying at-risk accounts, resolving setup issues, coordinating with internal teams, and maintaining accurate customer follow-up.

Location: Ontario, Canada

Company

TouchBistro provides technology that helps restaurants manage their operations, while hirify.global is the stated employer.

What you will do

• Proactively engage customers, respond to inbound needs, and help restaurants maximize platform value.
• Coach customers through product updates, new features, and setup changes in clear, accessible language.
• Identify at-risk accounts, investigate underlying issues, and coordinate resolutions with internal teams.
• Support device and software setup by phone, video, or chat; troubleshoot issues and escalate with appropriate context.
• Manage customer calls, messages, outreach, follow-ups, and account activity in a structured desk-based shift environment.
• Maintain Salesforce records and meet engagement, retention, quality, activity, and follow-through expectations.

Requirements

• Professional experience in a restaurant, café, bar, or hospitality environment.
• Familiarity with POS systems, payment terminals, or restaurant technology.
• Strong oral and written communication skills, including professional phone and email communication.
• Curiosity, practical problem-solving skills, comfort with ambiguity, and the ability to think on your feet.
• Strong accountability and organization, with ownership of issues from initial contact through resolution.

Nice to have

• Bilingual English and Spanish communication skills.
• Experience with Salesforce or a similar CRM.
• 1–2 years of experience in a customer-facing role such as contact centre, customer support, or inside sales.

Culture & Benefits

• Structured, desk-based shift environment with regular customer communication.
• Role combines customer support, product coaching, and proactive account engagement.
• Work directly with restaurant owners and operators to deliver measurable customer value.