Enterprise Customer Experience Specialist

Job not on LinkedIn

🔥 18 minutes ago

🏈 Ohio, Texas – Remote

🏈 Ohio – Remote 🤠 Texas – Remote

💵 $70k - $98k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Restaurant365

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🍽️ Food & Beverage

🏨 Hospitality

💼 Consulting

Food & Beverage • Hospitality • Consulting

Restaurant365 is a comprehensive restaurant management software platform that unifies accounting, inventory, workforce management, and payroll services into a single solution. Trusted by over 40,000 restaurants, it enhances operational efficiency, helps control food and labor costs, and improves guest experiences through features like employee training, scheduling, and data-driven sales forecasting. Restaurant365 aims to streamline administrative tasks and empower restaurant operators to make strategic decisions quickly and accurately.

📋 Description

• Monitor all tickets, chats, and calls from assigned enterprise clients to ensure team KPI performance, including timely, accurate, and comprehensive responses and resolutions. • Escalate cases as needed, helping Support agents and team leaders understand heightened sensitivities of particular clients and/or cases. • Take ownership of cases as needed. • Serve as project manager of difficult and high-priority customer needs, marshalling resources from Customer Success, Development, and Product to ensure organizational alignment and comprehensive solution delivery. • Take direction from a variety of CS leadership stakeholders, including senior Support leaders, VP of Enterprise Success, and Sr. VP of Customer Success. • Assess “big picture” understanding of client support needs, preferences, and pain points. • Meet monthly with customers to review open support cases and understand their top priorities. • Assist Support leadership in evaluating strategies and devising innovations to meet enterprise customer needs. • Help Customer Success leadership understand and deliver enterprise customer retention requirements. • Collaborate with members of CSM and Onboarding teams to ensure Customer Success strategic alignment. • Monitor new enterprise support initiatives and experiments to help CS leadership gauge effectiveness. • Be available to customers via personal phone and email inside and outside of business hours. • Other duties as assigned.

🎯 Requirements

• One year of standout performance as R365 Support agent preferred. • Expertise in POS integrations, Operations, Accounting, or Workforce, and general working knowledge of other disciplines preferred. • Three years of restaurant operations experience preferred. • Three years of distinguished customer support experience preferred. • BA preferred. • Extreme flexibility with daily priorities and ongoing initiatives. • Comfort collaborating with members of senior leadership. • Exceptional communication. • Exceptional project management skills. • Exceptional troubleshooting skills. • Exceptional level of responsibility demonstrated on difficult and sensitive support cases. • Willingness to be available 24 x 7 x 365.

🏖️ Benefits

• Comprehensive medical benefits, 100% paid for employee • 401k + matching • Equity Option Grant • Unlimited PTO + Company holidays • Wellness initiatives