Job Description
Delivery orders, menus and integrations served simply.
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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.
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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.
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About The Role – Customer Support Specialist
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This role sits within Doshii's Customer Success team and is focused on supporting hospitality venues using the Doshii platform.
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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.
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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.
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At its core, this role helps turn complex hospitality technology problems into simple, practical customer outcomes.
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What You'll Do
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Record, triage and respond to support requests across email, phone and chat platforms
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Assist with onboarding venues onto the Doshii platform, including building and mapping menus
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Support merchants connecting POS systems, ordering apps and delivery platforms
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Investigate and troubleshoot operational and connectivity issues across integrated partners
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Coordinate with external technology partners where required to support merchant outcomes
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Respond to and help resolve Level 1 and Level 2 incidents
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Escalate complex technical issues to engineering and product teams where required
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Update and maintain technical documentation and help centre content
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Perform basic functional testing and validation of platform workflows
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Collaborate with internal teams to improve customer experience and operational processes
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Support customers through a fast-moving and evolving hospitality technology environment
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What We're Looking For
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Strong communication and problem-solving skills
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Experience delivering exceptional customer support across written and phone-based channels
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Ability to investigate issues methodically and communicate clearly with both technical and non-technical stakeholders
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Comfortable working in a fast-paced environment with changing priorities
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Cooperative mindset and willingness to work cross-functionally with product and engineering teams
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Experience using platforms such as Hubspot is highly regarded
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Passion for hospitality, technology and improving customer experiences
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Curiosity and desire to continuously learn new systems and workflows
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Rotating shifts between 6:30am – 2:30pm, 9:00am – 5:00pm and 12:30pm – 8:30pm
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Monday to Friday plus a rotating weekend roster, with a maximum of 5 days per week
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Flexible hybrid work environment
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During your initial onboarding period, you will primarily work standard business hours while learning the platform and support processes
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Why Join Us?
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Enjoy a flexible and dynamic startup environment backed by CommBank
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We nurture a safe space for our people to show up as they are!
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Competitive salary and bonus structure
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Opportunities for professional growth and development
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Access to the best in class benefits that CommBank offers
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📌 Customer Success Specialist (New South Wales)
🏢 Doshii
📍 New South Wales