Website:
orderart.com.au
Job details:
Company Description
Orderart Software Solutions is a cloud-based SaaS platform helping transform the Australian hospitality industry. We provide restaurants and cafés with an integrated suite of solutions, including websites, business automation, POS and payments, delivery integrations, marketing tools, and digital signage—all managed through one user-friendly platform.
Our mission is to simplify restaurant technology so hospitality businesses can focus on delivering exceptional customer experiences while their technology runs seamlessly in the background.
Role Description
Customer Success Manager (Remote) | SaaS Technology – Hospitality Industry
We are looking for a hands-on, customer-focused Customer Success Manager to support our growing portfolio of hospitality clients.
This full-time remote role combines day-to-day customer support with customer success and relationship management. A key part of the position involves managing support tickets, live chat and email enquiries, troubleshooting issues, coordinating technical escalations, and ensuring customers receive timely and professional resolutions.
You will also onboard new customers, assist with platform configurations, conduct product training and demos, and guide clients on best practices to help them get maximum value from Orderart.
The role requires strong ownership of customer issues from initial enquiry through to resolution, while proactively building relationships, monitoring customer satisfaction, and identifying opportunities to improve adoption and retention.
You will work closely with our sales, product and technical teams to communicate customer feedback, coordinate issue resolution and continuously improve the overall customer experience.
Key Responsibilities
- Manage customer support tickets, live chat and email enquiries.
- Troubleshoot customer issues and provide clear, timely resolutions. Own customer issues from initial contact through to resolution and follow-up.
- Escalate technical issues appropriately and keep customers informed.
- Onboard new customers and assist with account setup and configuration.
- Conduct product demonstrations, training and platform walkthroughs.
- Build strong customer relationships and proactively support customer satisfaction and retention.
- Identify recurring issues and communicate customer feedback to product and technical teams.
- Maintain accurate customer, ticket and follow-up records.
- Manage multiple customer enquiries and priorities effectively in a remote environment.
Qualifications
- Experience in customer support, customer success, SaaS support, account management or a similar client-facing role.
- Strong customer service, troubleshooting and problem-solving skills.
- Experience handling customer enquiries through ticketing systems, live chat and email.
- Excellent written and verbal communication skills. Fuency in English & Hindi languages is a must.
- Strong organisation and time-management skills with the ability to manage multiple priorities.
- A proactive approach with strong ownership and accountability for customer issues.
- Experience with SaaS or cloud-based platforms; hospitality, POS, payments or restaurant technology experience is highly regarded.
- Comfortable learning new technology, software and integrations.
- Ability to work independently and effectively in a remote environment.
- Familiarity with CRM, helpdesk or customer success platforms is advantageous.
What We're Looking For
- We are looking for someone who enjoys helping customers, solving problems and working with technology. You should be comfortable managing support tickets, chats and emails while also building strong customer relationships and helping clients get the most from the Orderart platform.
- The ideal candidate is responsive, organised, technically confident and takes ownership of customer issues through to resolution.
CompensationThe position offers a fixed salary of INR 30,000 per month, plus performance-based incentives. Incentives will be linked to individual performance, customer service quality, responsiveness, and achievement of relevant customer success and support targets. Further details regarding the incentive structure will be discussed during the interview process.
Click on Apply to know more.
