About Doshii
Doshii helps hospitality venues clear their plates by getting their apps and point-of-sale (POS) systems talking to each other. For venues, that means less double-handling, errors, admin and confusion and more time to do what they do best. For their customers, it means a satisfying and seamless experience.
Doshii was launched in 2016 and is part of Commonwealth Bank's venture scaling business, x15ventures. Partnering with hospitality POS and app companies in Australia, we now boast a highly skilled, dedicated and rapidly expanding team based in Sydney and Melbourne.
Role Overview
We are looking for a Customer Success Team Leader to support growth and development of Doshii through activities which generate venue growth and retention, and customer satisfaction across Doshii's products and services. You will be responsible for developing a positive customer experience that fosters relationships and supports brand loyalty. You will lead a team of approximately 10, with 4 located internationally.
You will be reporting to the COO, operating as a working and hands-on member within Customer Success and supporting a range of duties including:
Key Responsibilities
- Ensure high-quality, accurate, and timely customer support, promoting satisfaction and retention
- Establish and continuously improve procedures, toolkits, systems, and ways of working that support and enable the CS team in delivering superior customer service through onboarding; venue support; complaint management and product feedback
- Foster a culture of high performance, continuous improvement, and a customer-first focus at all times
- Oversee the improvement and maintenance of the CS knowledge base to support timely resolution of first-line queries and complex troubleshooting including connectivity, middleware, web and mobile application issues
- Set OKRs and KPIs for the customer success team aligned to business goals and customer outcomes; monitor trends and issues
- Forward planning for growth, demand, and capacity to ensure proactive planning for 24/7 support, multi-disciplinary teams, professional services, and billing inquiries
- Coordinate incident management processes to ensure timely resolution within SLAs
- Manage onshore and offshore capacity and establish quality standards, monitoring compliance
Core Business & Partnership Responsibilities
- Build strategic relationships with partners to discover and deliver on their business needs and resolve issues collaboratively
- Collaborate across the business to ensure CS requirements are considered in decision making, quarterly planning, and product prioritization
- Champion product features and developments that automate and alleviate manual tasks in customer success
- Advocate for customers through the product design process; provide feedback to Sales and Product teams; participate in product and technical discovery sessions
- Maintain and improve the knowledge base for customers
- Build dashboards and reporting insights for the CS function, including CES and NPS
- Support finance procedures such as accounts receivable and finance controls
Experience
- Proven experience in customer success or a related field with a focus on support services and team management
- Excellent communication and structured problem-solving skills
- Demonstrable excellence in delivering exceptional customer experiences and continuous improvement
- Strong mentoring and leadership skills with experience in guiding, coaching, and developing team members
- Proven track record in identifying and resolving incidents proactively
- Ability to work collaboratively across all levels of management in a fast-paced product delivery environment
- Experience in growing, leading, and managing a diverse customer-facing team
- Knowledge of modern Customer Service practices
- Excellent interpersonal and communication skills, with the ability to build strategic relationships and advocate for customer needs
- Demonstrated ability to foster a high-performance culture and manage cross-functional teams
We encourage applications from people of diverse backgrounds. If you don\'t meet every requirement, we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone.
Why Join Us?
- Flexible and dynamic startup environment
- 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 benefits offered by CommBank
Equity and job details will be discussed during interview. If you have questions about the role, please contact us.
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