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 support, account renewals, and 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.

Your Day-to-Day

• Provide inbound/outbound customer support via phone, email and chat
• Provide solutions for at-risk customers with an overall goal of account retention
• Resolve customer account inquiries (i.e. change of ownership, service downgrades, payment changes, license adjustments, renewals)
• Cross-sell value added services to our existing customers
• Partner with internal stakeholders to resolve customer issues (i.e. Hardware, Finance, Installation, Professional Services, Sales)
• Proactively identify ways to enhance the customer experience and raise the bar on our high standards

All About You

• You have 2+ years experience in a customer-facing role, ideally with a SaaS company
• You've successfully completed a University or College program
• 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
• Bilingual in Spanish is a plus!