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About the Role
The Customer Support Specialist joins the Customer Success team to support hospitality venues using the Doshii platform. This role is critical for helping merchants onboard, connect, and operate across Doshii’s ecosystem of POS, ordering, delivery, and payment partners by turning complex technical problems into simple, practical outcomes.
Responsibilities
- Record, triage, and respond to support requests via email, phone, and chat
- Assist with venue onboarding, including building and mapping menus
- Support merchants in connecting POS systems, ordering apps, and delivery platforms
- Investigate and troubleshoot operational and connectivity issues across integrated partners
- Coordinate with external technology partners to support merchant outcomes
- Resolve Level 1 and Level 2 incidents
- Escalate complex technical issues to engineering and product teams
- 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 in a fast-moving 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
- Ability to communicate clearly with technical and non-technical stakeholders
- Comfortable working in a fast-paced environment with changing priorities
- Collaborative mindset and willingness to work cross-functionally
- Passion for hospitality, technology, and improving customer experiences
- Curiosity and desire to continuously learn new systems and workflows
Skills
- Customer support
- Technical troubleshooting
- Hubspot
- Stakeholder communication
- Functional testing
- Documentation maintenance
Work Type
- Full-time
- Hybrid
- Rotating shifts
- Weekend roster
Benefits
- Flexible and dynamic startup environment
- Backed by CommBank
- Competitive salary and bonus structure
- Opportunities for professional growth and development
- Access to CommBank benefits
About the Company
- Doshii simplifies venue operations by connecting point of sale systems with delivery, ordering, Business Intelligence, and payment platforms
- x15 is a venture-scaler powered by CommBank that builds, buys, and invests in startups
Equal Opportunity
- We nurture a safe space for our people to show up as they are
- We encourage applications from underrepresented backgrounds even if not every requirement is met
- We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone