Customer Success Specialist at TouchBistro in Toronto, Ontario, CA

TouchBistro helps restaurants run better — and our Customer Success team makes sure every customer gets the most out of their investment. As a Customer Success Specialist, you’ll work directly with restaurant owners and operators to ensure they’re set up for success: proactively reaching out, identifying where customers need support, guiding them through product changes, and making sure they’re getting real value from the platform every day.   This isn't your typical support or sales position; it lives right in the sweet spot between the two. You’ll act as an outbound coordinator, a product coach, and a champion for our customers. If you bring restaurant experience, excellent communication skills, and a passion for hands-on problem-solving, this role was made for you. What You’ll Do • Proactively engage customers and respond to inbound needs, helping them get full value from our platform. • Guide customers through product updates, new features, and changes to their setup clearly, patiently, and in plain language. • Identify at-risk accounts early, understand the underlying issue, and partner with internal teams to resolve concerns before they lead to churn. • Support customers with device and software setup by phone, video, or chat; troubleshoot in real time and escalate issues with the right context when needed. • Manage a steady flow of customer calls, messages, outreach, follow-ups, and account activity within a structured, desk-based shift environment. • Maintain accurate Salesforce records, including customer interactions, issues, commitments, and next steps. • Communicate professionally and effectively by phone and in writing, with clear follow-up that keeps customers informed and moving forward. • Meet engagement, retention, quality, activity, and follow-through expectations while delivering a strong customer experience. What You Bring • Must have worked in a restaurant, café, bar, or hospitality environment - you understand the pace and what’s at stake when technology lets a venue down. • Familiarity with POS systems, payment terminals, or restaurant technology. • Strong oral and written communication skills - you can calm a frustrated owner on the phone and send a clear, professional follow-up email. • Genuine curiosity and a problem-solving instinct - you’d rather figure out why something broke than pass it along. • Comfort with ambiguity and the ability to think on your feet when the situation doesn’t match the playbook. • Accountable and organized: Own issues from first contact to resolution, track outstanding commitments, and ensure zero follow-ups are missed. Nice to Have • Bilingual in English and Spanish - a meaningful asset given the customers we serve. • Experience with Salesforce or a similar CRM. • 1–2 years in a customer-facing role: contact centre, customer support, inside sales, or similar. As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate. Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team. Salary Range $50,000 - $60,000 CAD What We Offer At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.  The Perks: • Generous Time Off Program • Health, Dental, and Vision Benefits • Flexible Health and Wellness Plan • Parental Leave & top up • Employee Assistance Program • Professional Development • Volunteer Program • Monthly Lunches About Us TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience. TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.