Customer Success Technical Specialist

5&5 is looking for a Customer Success Technical Specialist with hospitality or restaurant retail technology experience to assist managing the success of our restaurant clients and Customer Success team initiatives. You’ll work alongside the Customer Success Managers with some of the most well-known brands in the restaurant space with the goal of ensuring client projects are executed as efficiently and effectively as possible and encourage the continued growth of the Customer Success Team. Successful candidates must be analytical, tech savvy, engaging, take initiative without being asked, be able to communicate clearly and effectively both internally and externally and possess an aptitude for learning and using new technologies. This role will sit within our Client Operations department. 

What You’ll Do

• Own the quality assurance efforts of client projects and launches while assisting in managing the overall client project relationship
• Be a liaison between the client and other 5&5 departments and third party vendors
• Own follow up communication and quality assurance reviews for store onboarding and transfers to ensure on-time and successful store openings
• Supporting both Corporate and franchise onboarding outreach communication
• Audit and track store onboarding progress to third party vendors
• Organize and facilitate the communication and completion of client project tasks included: Store Hour update requests, User Management activation, Website Maintenance submissions and Sales validations for onboarding
• Attend client and vendor meetings to provide technical insight of project QA efforts and troubleshooting
• Work cross-functionally with other internal teams when applicable for project success
• Identify efficiency and process changes to drive optimization of day to day processes
• Assist with the building and implementing of department initiatives alongside the Customer Success team members

What We’re Looking For

• 1 year of previous experience in a Customer Success or client facing role required
• Experience with online ordering or third party delivery vendors required (Olo, UberEats, DoorDash, Grubhub, etc..)
• Experience in the Hospitality Industry or with corporate or franchise-owned restaurant brands required
• Must be enthusiastic about client service and collaborating with clients and cross-departmentally to ensure strong relationships are built externally and internally
• Strong time management skills and the ability to prioritize client tasks according to priority to ensure project timelines stay on track
• High level of organization and ability to balance multiple projects at one time
• A self-starter who has an innate ability to be resourceful and problem solve quickly
• Ability to not only work independently on clients but also collaboratively with the greater team to proactively resolve any client concerns
• Must possess strong verbal and written communication skills
• Experience with Olo, Zendesk, Google Suite, Asana and Notion preferred, but not required.

What We Offer

• Fully remote work
• Paid Holidays including but not limited to: New Year’s Day, Holy Week, All Saints Day, Independence Day, Labor Day, Christmas Eve, Christmas Day.
• 15 PTO Days with an annual anniversary accrual of 1 additional PTO day each year
• Birthday PTO day
• 5 Personal/Sick/Mental Health Days
• Paid parental leave
• Education reimbursement
• Monthly snack stipend
• Yearly home office stipend

About 5&5

5&5 is the food service industry’s premier IT & digital managed services company, supporting brands on Digital Implementations, POS & SaaS Management, Loyalty Management and Creative Services (UX/UI, Branding). With a team comprised of the industry’s best talent in digital and information technology, our mission is to enable food service brands to grow in a digital future by becoming an extension of a brand’s internal teams. To date, 5&5 has worked with over 140+ brands including CKE, Bojangles and Raising Canes.