Enterprise Customer Experience Specialist

About Restaurant365

Restaurant365 is a forward-thinking SaaS company revolutionizing the restaurant industry with its cloud-based platform, which streamlines accounting and back-office tasks into a single centralized system. The company fosters a culture of empowerment and continuous growth, encouraging team members to excel and enhance their capabilities while maintaining a commitment to being "Best in Class."

Key Responsibilities

• Act as the main support contact for one or more premier enterprise clients, managing support-related inquiries, features, and specifications.
• Monitor and ensure timely, accurate, and thorough responses to all tickets, chats, and calls from enterprise clients to meet team KPI standards.
• Escalate cases when necessary and help support agents and team leaders appreciate sensitive issues affecting key clients and cases.
• Assume ownership of cases as required, addressing high-priority and complex customer needs.
• Function as a project coordinator by mobilizing resources across Customer Success, Development, and Product teams to guarantee alignment and delivery of comprehensive solutions.
• Collaborate with various customer success leaders including senior support leadership and vice presidents to align strategies.
• Understand overarching client support requirements, customer preferences, and pain points to better serve their needs.
• Hold regular monthly meetings with clients to review ongoing support cases and align on their top priorities.
• Support leadership by analyzing support strategies and contributing to innovations tailored to enterprise clients.
• Assist customer success teams to ensure strategic consistency and improve customer retention.
• Engage in monitoring and evaluating new enterprise support initiatives to measure their success.
• Be accessible to customers via personal phone and email, including outside of regular business hours.

Required Qualifications & Skills

• Preferred: At least one year of distinguished performance as a Restaurant365 Support agent.
• Preferred expertise in POS integrations, Operations, Accounting, or Workforce management, with a broad understanding of related areas.
• Minimum of three years of experience in restaurant operations preferred.
• Three years of proven experience in a customer support role preferred.
• Bachelor's degree preferred.
• Demonstrated ability to manage shifting daily priorities and ongoing projects flexibly.
• Effective collaboration skills with senior leadership across multiple teams.
• Outstanding communication and project management capabilities.
• Strong troubleshooting aptitude and accountability handling complex or sensitive customer cases.
• Willingness to provide support availability on a 24/7/365 basis.

Benefits and Compensation

• Competitive annual salary ranging from $70,000 to $98,000, with actual pay dependent on experience, skills, business area, and location.
• Full medical coverage with 100% premiums paid for employees.
• 401(k) retirement plan with company matching.
• Equity option grants available to employees.
• Unlimited paid time off plus company-observed holidays.
• Wellness programs to support employee health and wellbeing.

Additional Information

Internal employees are encouraged to pursue growth opportunities within the organization regardless of current location or work setup. For inquiries about personal data handling during recruitment, applicants can request more information. Restaurant365 is committed to equal opportunity employment and may utilize AI technologies to support hiring decisions, with final determinations made by human evaluators.