Record, triage and respond to support requests across email, phone and chat platforms
Assist with onboarding venues onto the Doshii platform, including building and mapping menus
Support merchants connecting POS systems, ordering apps and delivery platforms
Investigate and troubleshoot operational and connectivity issues across integrated partners
Coordinate with external technology partners where required to support merchant outcomes
Respond to and help resolve Level 1 and Level 2 incidents
Escalate complex technical issues to engineering and product teams where required
Update and maintain technical documentation and help centre content
Perform basic functional testing and validation of platform workflows
Collaborate with internal teams to improve customer experience and operational processes
Support customers through a fast-moving and evolving hospitality technology environment

Strong communication and problem-solving skills
Experience delivering exceptional customer support across written and phone-based channels
Ability to investigate issues methodically and communicate clearly with both technical and non-technical stakeholders
Comfortable working in a fast-paced environment with changing priorities
Collaborative mindset and willingness to work cross-functionally with product and engineering teams
Experience using platforms such as Hubspot is highly regarded
Passion for hospitality, technology and improving customer experiences
Curiosity and desire to continuously learn new systems and workflows

Customer Success Specialist

Key skills