Customer Success Specialist, Doshii, x15ventures

About Doshii

Delivery orders, menus and integrations served simply.

Doshii simplifies venue operations by connecting point of sale systems with delivery, ordering, Business Intelligence and payment platforms through a single, centralised hospitality hub. For venues, that means fewer mistakes, less double-handling and more time focused on service.

From delivery apps and ordering platforms to payments and POS integrations, Doshii helps hospitality technology work better together - turning venues around Australia into smoother operations that save time, money and a whole lot of unnecessary stress for owners and staff. Cheers to hassle-free hospitality.

About The Role - Customer Support Specialist

This role sits within Doshii’s Customer Success team and is focused on supporting hospitality venues using the Doshii platform.

The Customer Support Specialist plays a critical role in helping merchants successfully onboard, connect and operate across Doshii’s ecosystem of POS, ordering, delivery and payment partners. Day-to-day, this includes supporting venue onboarding, troubleshooting connectivity issues, assisting with operational incidents and ensuring customers receive responsive, high-quality support across the platform.

You’ll work closely with hospitality venues while collaborating internally with product, engineering and operations teams, as well as coordinating with external technology partners when required to help resolve customer issues efficiently.

At its core, this role helps turn complex hospitality technology problems into simple, practical customer outcomes.

What You’ll Do

• Record, triage and respond to support requests across email, phone and chat platforms

• Assist with onboarding venues onto the Doshii platform, including building and mapping menus

• Support merchants connecting POS systems, ordering apps and delivery platforms

• Investigate and troubleshoot operational and connectivity issues across integrated partners

• Coordinate with external technology partners where required to support merchant outcomes

• Respond to and help resolve Level 1 and Level 2 incidents

• Escalate complex technical issues to engineering and product teams where required

• 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 through a fast-moving and evolving hospitality technology environment

What We’re Looking For

• Strong communication and problem-solving skills

• Experience delivering exceptional customer support across written and phone-based channels

• Ability to investigate issues methodically and communicate clearly with both technical and non-technical stakeholders

• Comfortable working in a fast-paced environment with changing priorities

• Collaborative mindset and willingness to work cross-functionally with product and engineering teams

• Experience using platforms such as Hubspot is highly regarded

• Passion for hospitality, technology and improving customer experiences

• Curiosity and desire to continuously learn new systems and workflows

Hours & Flexibility

• Rotating shifts between 6:30am - 2:30pm, 9:00am - 5:00pm and 12:30pm - 8:30pm

• Monday to Friday plus a rotating weekend roster, with a maximum of 5 days per week

• Flexible hybrid work environment

• During your initial onboarding period, you will primarily work standard business hours while learning the platform and support processes

Why Join Us?

• Enjoy a flexible and dynamic startup environment backed by CommBank

• We nurture 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 the best in class benefits that CommBank offers

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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