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Customer Success Representative, Swindon, Wiltshire
Client:
GradBay
Location:
Swindon, Wiltshire, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Views:
3
Posted:
22.08.2025
Expiry Date:
06.10.2025
Job Description:
Are you a proactive, people-focused problem solver with a passion for building great relationships? We’re looking for a Customer Success Representative to support and engage our network of hospitality partners, ensuring they get maximum value from our platform and enjoy a seamless experience from day one.
What You’ll Do
1. First-Line Support
o Act as the first point of contact for our partners, responding quickly and professionally to emails and live chats.
o Resolve queries efficiently, following up to confirm successful outcomes.
o Log all interactions and resolutions in the CRM with clear, accurate notes.
2. Onboarding New Partners
o Run engaging onboarding sessions for new hospitality partners, guiding them through platform setup and EPOS integration (e.g., Zonal, Tevalis, Lightspeed).
o Ensure they understand how to use our platform effectively, track contributions, and access marketing assets.
o Follow up post-onboarding to check progress and address any concerns.
3. Relationship Management
o Maintain regular contact with partners to strengthen engagement and participation.
o Spot early signs of disengagement and take action to re-engage partners.
o Champion high-performing partners, turning them into advocates for our mission.
4. Troubleshooting & Technical Support
o Investigate and resolve any issues with transactions, reporting, or EPOS integration.
o Collaborate with internal tech teams and EPOS providers to escalate and fix ongoing problems.
5. Performance Monitoring & Growth
o Track partner performance and share actionable insights to increase contributions.
o Identify trends and opportunities for improvement, celebrating milestones along the way.
o Work with sales and marketing to implement engagement campaigns.
6. Training & Enablement
o Support and motivate front-of-house teams to promote the initiative to diners.
o Gather feedback from partner teams to refine training and promotional materials.
o Partner with sales for a smooth handover from acquisition to onboarding.
o Work with marketing to create partner success stories and campaigns.
o Share partner feedback with the tech team to improve features and fix bugs.
About You
* Previous experience in customer success, account management, or client support (hospitality or SaaS background a plus).
* Excellent written and verbal communication skills.
* Highly organised, with the ability to manage multiple priorities.
* Tech-savvy, with experience using CRM tools and confidence in learning new platforms.
* Comfortable working independently in a fully remote environment.
* Fully remote role – work from anywhere in the UK
* Ongoing training and professional development
* Opportunity to work with an innovative, purpose-driven company
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