Customer Success Specialist, Doshii, x15ventures at Commonwealth Bank in Sydney CBD Area

Job description

• This role sits within Doshii’s Customer Success team and is focused on supporting hospitality venues using the Doshii platform.
• The Customer Support Specialist plays a critical role in helping merchants successfully onboard, connect and operate across Doshii’s ecosystem of POS, ordering, delivery and payment partners. Day-to-day, this includes supporting venue onboarding, troubleshooting connectivity issues, assisting with operational incidents and ensuring customers receive responsive, high-quality support across the platform.
• You’ll work closely with hospitality venues while collaborating internally with product, engineering and operations teams, as well as coordinating with external technology partners when required to help resolve customer issues efficiently.
• At its core, this role helps turn complex hospitality technology problems into simple, practical customer outcomes.

Responsibilities

• Record, triage and respond to support requests across email, phone and chat platforms
• Assist with onboarding venues onto the Doshii platform, including building and mapping menus
• Support merchants connecting POS systems, ordering apps and delivery platforms
• Investigate and troubleshoot operational and connectivity issues across integrated partners
• Coordinate with external technology partners where required to support merchant outcomes
• Respond to and help resolve Level 1 and Level 2 incidents
• Escalate complex technical issues to engineering and product teams where required
• Update and maintain technical documentation and help centre content
• Perform basic functional testing and validation of platform workflows
• Collaborate with internal teams to improve customer experience and operational processes
• Support customers through a fast-moving and evolving hospitality technology environment

Requirements

• Strong communication and problem-solving skills
• Experience delivering exceptional customer support across written and phone-based channels
• Ability to investigate issues methodically and communicate clearly with both technical and non-technical stakeholders
• Comfortable working in a fast-paced environment with changing priorities
• Collaborative mindset and willingness to work cross-functionally with product and engineering teams
• Experience using platforms such as Hubspot is highly regarded
• Passion for hospitality, technology and improving customer experiences
• Curiosity and desire to continuously learn new systems and workflows

Skills

Required

• Strong communication
• Problem-solving
• Collaborative mindset
• Curiosity
• Adaptability
• Hubspot
• POS systems
• Ordering platforms
• Delivery platforms
• Payment platforms
• Technical documentation
• Functional testing

Benefits

• Enjoy a flexible and dynamic startup environment backed by CommBank
• We nurture a safe space for our people to show up as they are!
• Competitive salary and bonus structure
• Opportunities for professional growth and development
• Access to the best in class benefits that CommBank offers