Customer Success Representative

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.

7. Cross-Team Collaboration

• 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.

Benefits

• £27,000 starting salary
• Fully remote role – work from anywhere in the UK
• 24 days’ holiday plus bank holidays
• Ongoing training and professional development
• Opportunity to work with an innovative, purpose-driven company