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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
* Act as the first point of contact for our partners, responding quickly and professionally to emails and live chats.
* Resolve queries efficiently, following up to confirm successful outcomes.
* Log all interactions and resolutions in the CRM with clear, accurate notes.
2. Onboarding New Partners
* Run engaging onboarding sessions for new hospitality partners, guiding them through platform setup and EPOS integration (e.g., Zonal, Tevalis, Lightspeed).
* Ensure they understand how to use our platform effectively, track contributions, and access marketing assets.
* Follow up post-onboarding to check progress and address any concerns.
3. Relationship Management
* Maintain regular contact with partners to strengthen engagement and participation.
* Spot early signs of disengagement and take action to re-engage partners.
* Champion high-performing partners, turning them into advocates for our mission.
4. Troubleshooting & Technical Support
* Investigate and resolve any issues with transactions, reporting, or EPOS integration.
* Collaborate with internal tech teams and EPOS providers to escalate and fix ongoing problems.
5. Performance Monitoring & Growth
* Track partner performance and share actionable insights to increase contributions.
* Identify trends and opportunities for improvement, celebrating milestones along the way.
* Work with sales and marketing to implement engagement campaigns.
6. Training & Enablement
* Support and motivate front-of-house teams to promote the initiative to diners.
* Gather feedback from partner teams to refine training and promotional materials.
* Partner with sales for a smooth handover from acquisition to onboarding.
* Work with marketing to create partner success stories and campaigns.
* 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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