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. At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at HarrisTalentAcquisition@harriscomputer.com. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.