Customer Success Specialist

About the Company

Traincrest Technologies Pvt Ltd and its product EzyBite develop software specifically for restaurant owners, providing them with their own online ordering platforms to help retain customers independently from third-party services like Uber Eats and DoorDash. Their clientele consists mostly of independent restaurant proprietors across the United States and Canada, who rely on the service to maintain smooth operations and avoid costly breakdowns during key business hours.

Key Responsibilities

• Manage a dedicated portfolio of restaurant accounts, building personal relationships with clients rather than treating inquiries as isolated tickets.
• Proactively identify clients who are disengaging and take action to retain them.
• Drive account expansion by encouraging increased use of the platform's features, as higher usage correlates with longer customer retention.
• Provide live, calm, and professional support during high-pressure situations, including peak business periods.
• Communicate honestly with clients, being transparent even when the answer is not favorable.
• Own and resolve customer issues fully until they are satisfactorily fixed; this is a comprehensive customer success role beyond a typical helpdesk function.

Working Hours and Conditions

The position requires working the fixed shift of 10:00 AM to 6:00 PM Pacific Time, Tuesday through Saturday, which corresponds roughly to 10:30 PM to 6:30 AM in India, depending on daylight saving changes. This night shift requires reliable internet access and power throughout the shift hours. Candidates should ensure this schedule fits their lifestyle as no flexibility is available.

Required Qualifications and Skills

• Clear, fluent spoken English suitable for live phone conversations.
• Experience communicating with customers in the US or Canada markets.
• Previous experience in roles with significant live customer interaction via phone, chat, or email with a considerable volume of contacts.
• Strong judgment skills to avoid making promises that cannot be fulfilled.
• Comfort with accountability and follow-through on commitments made to clients.

Preferred Qualifications

• Background in restaurant, hospitality, food delivery, or point-of-sale systems.
• Prior experience working night shifts and understanding their challenges.
• Experience in customer retention, renewals, onboarding, or expanding accounts.

Additional Information

Applications require submission of a CV and participation in a brief, four-minute AI-conducted spoken interview, which can be completed any time at the applicant’s convenience. Each interview is reviewed by a human to ensure fair consideration. Successful candidates will subsequently meet the team. Feedback is provided within a few days after application.