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aboutdoshii
Customer Success Specialist
Doshii
Customer Success
Sydney
The Opportunity
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
About x15
What is x15ventures?
We're a venture scaler powered by CommBank. We build, buy and invest in startups that will benefit the bank's 15 million customers and beyond.
We're navigating the space between corporate and startup worlds and harnessing the collision of careers, ideas and expertise to help build and scale the next generation of digital businesses.
© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
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© 2023 CBA New Digital Businesses Pty Ltd ABN 38 633 072 830 and Australian Credit Licence 516487, trading as x15ventures. x15ventures is a trade mark of CBA New Digital Businesses Pty Ltd. CBA New Digital Businesses Pty Ltd is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. CBA New Digital Businesses Pty Ltd is not an Authorised Deposit-taking Institution for the purposes of the Banking Act 1959 and its obligations do not represent deposits or other liabilities of Commonwealth Bank of Australia. Please refer to the venture websites for specific venture-related disclosures and other important information. Read our Privacy Policy.
