Customer Success Specialist

Description

Syrve is an Innovative POS and Restaurant Management Solution trusted by over 10,000+ Restaurants in 50+ Countries Worldwide.

We are looking for an experienced Customer Success Specialist, who will play a key role in ensuring a smooth and successful onboarding journey for Syrve clients. Acting as the primary coordinator between customers and internal teams, the Customer Success Specialist oversees the full implementation lifecycle—from the initial kickoff to go-live—while ensuring that clients receive clear and structured guidance at every stage.

By managing communication, aligning expectations, and organizing training activities, the Customer Success Specialist helps customers adopt Syrve confidently and efficiently. Through proactive support and strong relationship management, the role reduces friction during onboarding, accelerates time-to-value, and supports long-term product success.

Requirements

Required Skills & Competencies

• Strong understanding of POS systems; experience with POS software is an advantage.

• Ability to quickly learn and stay up to date with software changes, releases, and new features.

• Familiarity with CRM platforms and ticketing systems.

• Fluency in English and Arabic (or Russian), both spoken and written.

• Confident public speaker and trainer with the ability to communicate technical concepts clearly.

• Empathetic listener with strong conflict-resolution and problem-solving skills.

• Ability to handle customer complaints, feedback, and escalations effectively.

• Ability to develop, update, and maintain training manuals and materials.

• Strong organizational and time-management skills, with the ability to manage multiple training schedules and priorities.

• Self-driven and able to work independently as well as effectively within a team.

• Experience supporting clients through messaging applications such as Telegram and WhatsApp, as well as by phone.

• Ability to identify, document, and escalate technical issues promptly and accurately.

Key Responsibilities

• Coordinate the end-to-end onboarding process, ensuring all milestones are delivered on time and to a high standard.

• Serve as the main point of contact for new clients, providing clear communication and timely updates throughout implementation.

• Plan, schedule, coordinate, and oversee customer training sessions.

• Provide training to customers both on-site and remotely.

• Ensure clients understand system capabilities, required configurations, and best practices for successful adoption.

• Monitor onboarding progress, identify risks or delay, and proactively resolve issues by engaging the relevant internal teams.

• Maintain accurate documentation, onboarding plans, and customer records.

• Build strong customer relationships to support long-term engagement and satisfaction.

• Collaborate closely with Product, Support, and technical teams to ensure a seamless customer experience.

• Follow the established SOPs and standards for trainers.

• Review and sign off on training materials.

• Create, update, and maintain training manuals and materials, and share them with customers.

• Design training curricula and make modifications to improve training effectiveness.

• Conduct remote error walkthroughs with customers.

• Respond to customer queries and deliver company product presentations.

• Receive customer complaints and feedback and refer them to the appropriate department and manager.

• Open cases in CRM and Pyrus, document customer issues accurately, and ensure proper follow-up.

• Close cases in CRM and Pyrus once issues have been properly addressed.

• Support clients through Telegram, WhatsApp, and phone calls.

• Use the knowledge base to identify solutions to customer issues and inquiries.

• Escalate technical or customer issues to the appropriate department when necessary.

• Alert relevant internal team members in emergency customer situations.

• Keep customers informed about expected issue-resolution timeframes, particularly during training and onboarding.

• Ensure reliable case closure and appropriate follow-up across CRM and support systems.

What We Offer

• Engaging work environment with highly qualified specialists.

• Opportunities for professional development and career growth.

• Competitive paid time off and paternity leave.

• The opportunity to work in an international company with a diverse team.

• Comprehensive health insurance coverage.