Enterprise Customer Experience Specialist

About Restaurant365

Restaurant365 is a software-as-a-service company revolutionizing the restaurant industry by offering a cloud-based, integrated platform for accounting and back-office operations. Our culture promotes empowering team members to achieve excellence while enhancing their skills. We strive to remain "Best in Class" continuously and support our employees in their growth.

Role Overview

The Enterprise Customer Experience Specialist acts as the main support contact for premier high-profile clients, assisting with product features, support, and issue resolution. This role requires strong customer-facing capabilities to build lasting relationships and effectively address incidents, escalate problems, and facilitate risk management. The Specialist represents the customer's voice within the organization, prioritizing critical business needs and ensuring comprehensive solutions.

Key Responsibilities

• Track and respond promptly to tickets, chats, and calls from assigned enterprise clients to meet performance KPIs.
• Escalate cases thoughtfully, aiding Support agents and team leads in understanding client sensitivities.
• Assume ownership of support cases when necessary.
• Coordinate resources across Customer Success, Development, and Product teams for resolving complex, high-priority customer issues.
• Work under guidance from various senior Customer Success leaders.
• Analyze overarching client support needs, preferences, and pain points.
• Conduct monthly reviews with clients to discuss open support cases and priorities.
• Assist Support leadership in developing strategies to address enterprise client needs.
• Support Customer Success leadership in meeting retention objectives for large customers.
• Collaborate with Customer Success Managers and Onboarding teams for strategic alignment.
• Evaluate the impact of new enterprise support initiatives alongside leadership.
• Be accessible to customers via phone and email during and outside normal business hours.
• Perform additional tasks as assigned.

Required Qualifications and Skills

• Preferred: At least one year of outstanding performance as a Restaurant365 Support agent.
• Familiarity with POS integrations, Operations, Accounting, or Workforce management preferred, along with general knowledge across disciplines.
• Minimum three years of experience in restaurant operations preferred.
• At least three years of distinguished customer support experience preferred.
• Bachelor's degree preferred.
• Proven ability to adapt flexibly to shifting priorities and initiatives.
• Comfort and skill collaborating with senior leadership.
• Excellent communication, project management, and troubleshooting abilities.
• High sense of accountability, especially for challenging and sensitive support issues.
• Willingness to be available 24/7/365 to meet customer needs.

Compensation and Benefits

• Salary range between $70,000 and $98,000 depending on experience, business unit, and location.
• Comprehensive medical coverage fully paid for employees.
• 401(k) plan with matching contributions.
• Equity option grant opportunities.
• Unlimited paid time off plus company-recognized holidays.
• Wellness programs to promote employee health.

Additional Information

Restaurant365 is dedicated to internal talent development and encourages employees to apply for roles matching their skills regardless of current location or work setup. The company is an equal opportunity employer. Artificial intelligence tools may assist recruitment but final hiring decisions are human-driven. Contact the company for more information about data usage in hiring processes.