Customer Success Specialist

Loman AI, Inc.; Austin, Northern (TX, KY); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Frontier in hospitality tech

Direct impact on growth

Collaborative culture

Job summary

Loman AI, Inc. is seeking a Technical Customer Success Specialist who thrives at solving complex problems and managing strategic relationships with restaurant operators. You will act as a high-level escalation point, ensuring our AI voice agents deliver maximum ROI within restaurant tech ecosystems.

You will monitor success metrics, address friction proactively, and independently tackle technical challenges that require deep understanding of restaurant technology stacks.

Qualifications

• Restaurant POS experience and data flow knowledge
• Ability to diagnose root causes in complex issues
• Proactive, autonomous ownership in fast-moving environments
• Understanding of Large Language Models and hospitality impact

Responsibilities

• Proactive Growth: analyze account performance and optimize partner outcomes
• Technical Escalation: serve as internal expert for complex issues and provide definitive resolutions
• POS Ecosystem Management: troubleshoot Loman.ai with major restaurant POS systems
• Process & Operational Excellence: improve workflows and product development practices
• LLM Optimization: collaborate with engineering to fine-tune models for restaurant use cases

Skills

Restaurant POS systems

Strategic problem solver

Ownership mentality

LLM literacy

Tools

Toast

Square

HungerRush

SpotOn

Job description

Customer Success Specialist

Join the Loman AIteam today!

Loman.ai is looking for a Technical Customer Success Specialist who thrives at the intersection of complex problem-solving and proactive relationship management.

About the Job

In this role, you aren’t just following a script; you are a strategic partner to restaurant operators. You will be responsible for the long-term health of our partners, serving as the high-level escalation point for complex technical resolutions and ensuring our AI voice agents are delivering maximum ROI.

The Role

This is a high-impact position that balances data-driven outreach with deep technical expertise and a high level of autonomy. You will operate independently to monitor success metrics and proactively address potential friction, while also deep-diving into complex technical challenges that require a sophisticated understanding of restaurant technology ecosystems.

Key Responsibilities

• Proactive Growth: Analyze account performance (missed call capture, reservation conversion, ROI) and initiate outreach to ensure partners are fully optimized and satisfied.
• Technical Escalation: Act as the internal expert for complex issues that require deeper investigation. You will work toward definitive resolutions for problems involving LLM behavior and integrated workflows.
• POS Ecosystem Management: Leverage your familiarity with leading restaurant Point-of-Sale systems (e.g., Toast, Square, HungerRush, SpotOn) to troubleshoot and optimize how Loman.ai interacts with a restaurant's existing tech stack.
• Process & Operational Excellence: Take initiative to improve processes, product development practices, and team workflows, consistently operating without explicit direction.
• LLM Optimization: Collaborate with engineering to provide "boots on the ground" feedback, helping to fine-tune our Large Language Models for specific restaurant use cases.

What We’re Looking For

• Restaurant Tech Background: Significant experience with restaurant POS systems. You understand how data flows from a digital order to the kitchen.
• Strategic Problem Solver: You enjoy the "detective work"—finding the root cause of a complex issue rather than just treating the symptom.
• Ownership Mentality: You proactively engage GMs and owners in high-impact conversations and excel in fast-moving environments with little oversight.
• LLM Literacy: A solid understanding of how Large Language Models function and an interest in how they are transforming the hospitality industry.

Why Loman.ai?

• Work at the forefront of LLM application in the hospitality industry.
• A role where your technical skill and your ability to build relationships directly drive company growth.
• Collaborative environment focused on building the "digital front door" for the world's best restaurants.

Frequently asked questions

Is Voice AI cheaper and better than a human or answering service?

Yes. Loman answers 100% of calls, never calls in sick, and follows your menu and policies perfectly. Most operators cut phone time for staff, reduce errors, and capture orders they used to miss. You pay a predictable software fee instead of hourly wages or per-minute call center costs.

What can Loman handle on a call?

Pickup and delivery orders, payments for orders, reservations, menu and allergen questions, hours and directions, wait times, order status, catering inquiries, and smart routing to your team. It recognizes repeat callers, supports multiple languages, and syncs clean tickets to your systems.

Can Loman take payments over the phone?

Yes, Loman can securely take payments over the phone for both pickup and delivery orders. Our AI phone agent integrates directly with your restaurant’s POS system, allowing customers to place an order and pay instantly using their credit or debit card without needing staff intervention. This eliminates missed revenue from callers who want to prepay, speeds up order processing, and reduces front-of-house stress. Whether it’s a pizza pickup, catering order, or a busy Friday night delivery rush, Loman ensures every call is answered, payment is captured safely, and the order syncs directly to your system.

How fast is setup and what do we need?

Loman can get you up and running in less than 24 hours. Connect your systems, import the menu, choose a greeting, set hours and rules, then test. Most restaurants go live in under a day. Our team can do white-glove setup if you want it done for you.

Does it work for multi-location and franchise groups?

Yes. Manage a shared menu with per-store overrides, local numbers, store-specific hours and holidays, and region-based routing. Analytics roll up by location so you see call volume, conversion, and average ticket per store.

What happens with edge cases or unhappy callers?

Loman detects intent and either solves it or hands off cleanly. It can transfer to a live line, capture a voicemail with transcript, or send a message to your team with caller info and context so guests get fast, human follow-up.