Client Retention Coordinator

TouchBistro is looking for a Customer Care Coordinator to join our growing team and support our customers when they need it most. 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. What You'll Do Provide support and solutions for at-risk customers with an overall goal of account retention Oversee customer escalations, collaborating with key stakeholders to ensure timely delivery of durable solutions to customer issues Provide outbound customer support via phone, email and chat. Cross-sell value added services to our existing customers Proactively identify ways to enhance the customer experience and raise the bar on our high standards What You Bring 2+ years experience in a customer-facing role, ideally with a SaaS company You are a self-starter with a sense of urgency, proven results and solution-oriented You must be flexible/adaptable and have a knack for thinking on your feet You easily gain the trust of those you work with both internal teams and external clients You have exceptional organizational, and communication skills CRM (Salesforce) experience is an asset Restaurant experience is an asset Bilingualism in Spanish is a plus! 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. Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. 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. Salary Range $50,000 — $60,000 CAD What We Offer 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. The Perks: Generous Time Off Program Health, Dental, and Vision Benefits Flexible Health and Wellness Plan Parental Leave & top up Employee Assistance Program Professional Development Volunteer Program Monthly Lunches About Us TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and w e know that while passion is plenty in the restaurant industry, time and money usually aren’t. 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. 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.

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