Customer Support Executive
- Full Time
- Bangalore
- 0-3 Years
About QPOS:
Incepted in 2015, QPOS is now the go-to technology for the restaurant and retail industries. With a vision to
help restaurant and retail industry owners and support their growth, this state-of-the-art technology is
powering 2000+ businesses across India within such a short period
The Customer Success Executive serves as the internal voice of the customer while working with other QPOS
teams to exceed customer expectations and find new ways to delight them. This individual’s performance is
based on specific metrics associated with custom onboarding product adoption, expansion & retention.
Key Responsibilities:
- Provide prompt technical support via phone, email, remote access, or on-site visits, ensuring minimal downtime for restaurant clients.
- Carry out end-to-end software installations, configurations, and testing of restaurant software and associated devices.
- Guide customers on effective use of software modules including order management, menu setup, inventory tracking, and reporting.
- Actively manage a portfolio of assigned restaurant accounts to ensure clients achieve their business goals using QPOS solutions.
- Drive customer onboarding, product adoption, and in-depth training to build power users across customer organizations.
- Run renewal and churn management processes, meeting or exceeding performance metrics for customer retention and satisfaction.
- Proactively identify upsell/cross-sell opportunities and potential churn risks, taking pre-emptive action to maintain client engagement.
- Collect and relay customer feedback to the Product team to improve features and user experience.
- Collaborate with the Marketing team on customer communication campaigns and success stories.
- Manage support documentation, internal CS reporting, and continuous improvements to customer success processes.
- Take part in cross-functional special projects that require deep product understanding and customer insight.
- Communicate fluently in English (mandatory), with additional proficiency in Hindi or Malayalam to support diverse regional clients.
Requirements Skills:
- Basic understanding of POS systems and restaurant operations
- Knowledge of software installation, setup, and configuration (training provided)
- Ability to troubleshoot common technical issues (hardware/software/network)
- Strong customer service and communication skills (verbal and written)
- Willingness to learn and support multiple restaurant software modules (billing, inventory, KOT, menu management)
- Familiarity with remote support tools (e.g., TeamViewer, AnyDesk)
- Basic computer networking knowledge (Wi-Fi setup, LAN connection)
- Good problem-solving attitude and willingness to take ownership
- Ability to handle customer queries patiently and professionally
- Proficiency in English (mandatory); Hindi or Malayalam preferred
- Willing to travel for client visits, training, and software installations
- Team player with a flexible and positive mindset
