Client Retention Coordinator

<div class="p-rich_text_section"> <div class="p-rich_text_section">TouchBistro is looking for a <strong data-stringify-type="bold">Customer Care Coordinator&nbsp;</strong>to join our growing team and support our customers when they need it most.&nbsp;This role is part of the Customer Success department and focuses on customer retention. You will engage with our customers to ensure they are optimizing the TouchBistro POS solution for their business. The goal is to build and maintain a strong active customer community, resulting in increased customer retention rates.</div> <div class="p-rich_text_section">&nbsp;</div> <div class="p-rich_text_section"><strong data-stringify-type="bold">What You'll Do</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Provide support and solutions for at-risk customers with an overall goal of account retention</li> <li data-stringify-indent="0" data-stringify-border="0">Oversee customer escalations, collaborating with key stakeholders to ensure timely delivery of durable solutions to customer issues</li> <li data-stringify-indent="0" data-stringify-border="0">Provide outbound customer support via phone, email and chat.</li> <li data-stringify-indent="0" data-stringify-border="0">Cross-sell value added services to our existing customers</li> <li data-stringify-indent="0" data-stringify-border="0">Proactively identify ways to enhance the customer experience and raise the bar on our high standards</li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">What You Bring</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">2+ years experience in a customer-facing role, ideally with a SaaS company</li> <li data-stringify-indent="0" data-stringify-border="0">You are a self-starter with a sense of urgency, proven results and solution-oriented</li> <li data-stringify-indent="0" data-stringify-border="0">You must be flexible/adaptable and have a knack for thinking on your feet</li> <li data-stringify-indent="0" data-stringify-border="0">You easily gain the trust of those you work with both internal teams and external clients</li> <li data-stringify-indent="0" data-stringify-border="0">You have exceptional organizational, and communication skills</li> <li data-stringify-indent="0" data-stringify-border="0">CRM (Salesforce) experience is an asset</li> <li data-stringify-indent="0" data-stringify-border="0">Restaurant experience is an asset&nbsp;</li> <li data-stringify-indent="0" data-stringify-border="0">Bilingualism in Spanish is a plus!</li> </ul> </div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><em>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.</em></p> <p><em>Salary is based on relevant skills, experience, and internal equity.&nbsp;</em><em>This posting reflects an existing vacancy.&nbsp;</em><em>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.</em></p></div><div class="title">Salary Range</div><div class="pay-range"><span>$50,000</span><span class="divider">&mdash;</span><span>$60,000 CAD</span></div></div></div><div class="content-conclusion"><p><strong>What We Offer</strong></p> <p><span style="font-weight: 400;">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.&nbsp;</span></p> <p><em><span style="font-weight: 400;">The Perks:</span></em></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Generous Time Off Program</span></li> <li><span style="font-weight: 400;">Health, Dental, and Vision Benefits</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible Health and Wellness Plan</span></li> <li><span style="font-weight: 400;">Parental Leave &amp; top up</span></li> <li><span style="font-weight: 400;">Employee Assistance Program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Professional Development</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Volunteer Program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Monthly Lunches</span></li> </ul> <p><strong>About Us</strong></p> <p><span style="font-weight: 400;">TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. </span><span style="font-weight: 400;">We have powered more than 29,000 restaurants around the world, and w</span><span style="font-weight: 400;">e know that while passion is plenty in the restaurant industry, time and money usually aren’t. </span><span style="font-weight: 400;">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.</span></p> <p><em>_{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.}</em></p></div>