Enterprise Customer Experience Specialist
New
R
Restaurant365SaaS Restaurant Technology
Austin, TX/Akron, Ohio/Irvine, CA / SF Bay Area/Northern CaliforniaFull-TimeMiddle
Salary$70,000 - $98,000 a year
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Job Details
- Experience
- Three years of distinguished customer support experience preferred; Three years of restaurant operations experience preferred.
- Required Skills
- Project ManagementAccountingTroubleshootingCustomer support
Requirements
- One year of standout performance as R365 Support agent preferred.
- Three years of distinguished customer support experience preferred.
- Three years of restaurant operations experience preferred.
- Expertise in POS integrations, Operations, Accounting, or Workforce preferred.
- Exceptional project management skills.
- Exceptional troubleshooting skills.
- Exceptional communication skills.
- Comfort collaborating with senior leadership.
- Extreme flexibility with daily priorities and initiatives.
- Willingness to be available 24 x 7 x 365.
- BA degree preferred.
Responsibilities
- Monitor all tickets, chats, and calls from assigned enterprise clients to ensure team KPI performance.
- Escalate cases and guide support agents on heightened sensitivities of specific clients.
- Take ownership of cases and serve as project manager for high-priority customer needs.
- Marshall resources from Customer Success, Development, and Product to ensure comprehensive solution delivery.
- Assess the big picture of client support needs, preferences, and pain points.
- Meet monthly with customers to review open support cases and priorities.
- Assist leadership in evaluating strategies and devising innovations for enterprise needs.
- Collaborate with CSM and Onboarding teams to ensure strategic alignment.
- Maintain availability via phone and email inside and outside of business hours.
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