Customer Care 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!