Customer Success Specialist

X15ventures; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive salary & bonus structure

Growth opportunities

CommBank-backed startup

Job summary

X15ventures, backed by CommBank, is seeking a Customer Support Specialist to help hospitality venues onboard, connect, and operate across the Doshii platform. You will assist with onboarding menus, troubleshoot connectivity, and resolve incidents while coordinating with product and engineering teams to ensure smooth outcomes.

The role offers flexible hybrid work and opportunities to grow within a startup-scale environment supported by a banking group.

Qualifications

• 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.
• Collaborative mindset and willingness to work cross-functionally with product and engineering teams.
• Experience using platforms such as HubSpot is highly regarded.

Responsibilities

• 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.

Skills

Communication

Problem-solving

Customer support

HubSpot

Cross-functional

Technical literacy

Hospitality passion

Curiosity

Tools

HubSpot

Job description

Delivery orders,menus and integrations served simply.

Doshii simplifies venue operations by connecting point of sale systems with delivery, ordering,Business Intelligenceand 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 asHubspotis highly regarded

Passion for hospitality, technology and improving customer experiences

Curiosity and desire to continuously learn new systems and workflows

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

Flexiblehybrid 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.

Want access to events, networking and job opportunities, early-stage beta programs, and more?