Client Success Associate

Job description

Who we are

Ameego, acquired by Humi and now part of Employment Hero, is a game-changing software solution specifically designed for the restaurant industry. It empowers businesses to significantly optimize labor costs, increase sales, and cultivate thriving workplace cultures through top-tier, personalized service. A proud Canadian innovator, Ameego focuses on driving a strong return on investment for iconic brands like Boston Pizza, Tim Hortons, and Moxie’s.

Its parent company, Humi, is Canada’s leading all-in-one employment platform, providing comprehensive solutions for HR, benefits, and payroll. The recent acquisition by Employment Hero, a global SaaS unicorn valued at $2 billion, further accelerates the mission to make employment easier and more valuable for everyone, across over 400,000 businesses worldwide.

Our DNA

We’re proud of our unique DNA.

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

As a Technical Client Success Associate, you will provide technical assistance to hospitality clients, ensuring they receive the guidance and support needed to effectively use the platform. Your role will involve troubleshooting issues, delivering training sessions, and helping improve overall client experience. Through regular interactions, you’ll build strong relationships, gather valuable feedback, and identify opportunities to enhance client success.

Your key focus areas will be

• Efficient resolution of technical issues. Assists with escalated technical support issues (troubleshooting syncs, partner integrations, platform anomalies, etc.)
• High client satisfaction and retention. Comfortable working with clients to address platform issues
• Strong collaboration with engineering. Collaborate with engineering team on new platform functionality including testing and feedback.

This will include

• Provide technical assistance to Ameego Clients
• Using technologies like Zendesk to support clients with platform challenges
• Strong technical background - experience with supporting integrations, technical troubleshooting, etc.
• Ability to work with Engineering team to troubleshoot, collaborate with, and ultimately fix client issues
• Comfortable working with clients directly to help troubleshoot technical issues (remote system access, remote troubleshooting, technical analysis)
• Testing and feedback of new product functionality.
• Knowledgebase creation
• Comfortable with learning new technologies and streamlining operational processes (adopting and embracing AI)

Who you are

To thrive here, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring

• 3+ years Technical Troubleshooting and Problem-Solving experience: A strong technical background is essential, with demonstrated ability to diagnose and resolve complex technical issues, including those related to integrations, syncs, partner integrations, and platform anomalies. This involves comfort with remote system access and technical analysis.
• 3+ years experience Client Communication and Support via phone, email, video meetings, and remote-in sessions: Candidates must possess excellent skills in clearly and empathetically communicating with clients, providing technical assistance, and handling escalated issues.
• Experience collaborating with Engineering Teams: Experience working cross-functionally with engineering teams is crucial. This includes troubleshooting, collaborating on solutions, and providing testing and feedback on new product functionality.
• User Experience: 2+ years experience managing in a restaurant or hospitality environment OR experience troubleshooting restaurant/hospitality SAAS platforms
• Adaptability and Tech Fluency: The ideal candidate should be comfortable with learning and adopting new technologies, tools, and AI-driven processes, and be able to adjust quickly to evolving systems.

What we can offer

We don’t just talk about a better way to work - we live it. Joining us means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that include - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

We are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here https://employmenthero.com/legals/applicant-policy/

We are dedicated to fostering an inclusive work environment where everyone can do their best work. We encourage people of all backgrounds to apply.