As a Menu builder and Support tech, you will play a key role in setting up new customers with Lavu’s product offerings, focusing on hardware installation and menu building during the onboarding process. While working alongside other team members, your industry and hospitality expertise will ensure smooth hardware installations and menu configurations. You will collaborate with internal teams to contribute to the customer’s successful integration, ensuring they are fully prepared for a seamless go-live experience with both hardware and software

Responsibilities:

• Serve as one of the key contacts responsible for communication between Lavu and the customer during the hardware installation and menu-building process, from post-sale to go-live.

• Assist in developing and executing a project plan specific to each client, ensuring all hardware installations and menu-building tasks are completed on schedule.

• Manage multiple customer installations, each with unique hardware and software requirements.

• Work closely with internal teams to prioritize customers based on their stage in the onboarding process and business needs.

• Become an expert in Lavu’s hardware and software offerings, providing entry-level support and advice when needed.

• Ensure a "Customer First" approach during hardware setup and menu configuration, advocating on behalf of the customer as part of a larger team.

• Advise on hardware configurations and identify upsell opportunities for additional hardware or software products.

• Collaborate closely with Sales, Payments, Fulfillment, and Account Management teams to ensure a smooth onboarding experience.

Qualifications:

• At least 2 years of customer service experience, ideally within the hospitality sector.

• At least 1 year of project management or equivalent experience in managing installations or system setups.

• Experience with restaurant POS systems is a plus.

• Experience with HubSpot is preferred but not required.

• Embraces and champions Lavu's culture.

• Committed to professional development, including hardware expertise, product knowledge, and industry trends.

Working conditions

This role is open to highly qualified remote candidates working EST 8am-5pm/9am-6pm. 

This role is office based, meaning if remote, a suitable space that allows for uninterrupted work is required. This role requires customer facing interaction including scheduled meetings using Video and Phone Conferencing tools.

Physical requirements

Job requires sitting, typing, and talking for long periods of time on both phone and video conferences.