Fullsteam

Role Description The Customer Support Supervisor provides day‑to‑day oversight of Pluss’ Point of Sale (POS), Accounting, and IT support teams, ensuring consistent execution, strong performance, and a high‑quality customer experience. This role partners with Team Leads to manage coverage, escalations, KPIs, coaching, and continuous process improvement across support functions. Primary Responsibilities: - Team Supervision & People Management: - Provide daily supervision and support to POS Technicians, Accounting Technicians, and IT Technicians. - Partner with Team Leads to manage scheduling, workload balancing, and coverage across support functions. - Conduct regular one‑on‑ones, performance check‑ins, and coaching conversations. - Support onboarding, training, and ongoing development of support team members. - Address performance issues promptly and professionally, escalating to HR or leadership as appropriate. - Performance Management & KPIs: - Work with Team Leads and Operations leadership to define, track, and report on key performance indicators (KPIs), including response times, resolution times, backlog, quality scores, and customer satisfaction. - Monitor daily and weekly performance trends and proactively address risks to service levels. - Ensure consistent adherence to support standards, escalation guidelines, and documentation requirements. - Process Improvement & Operational Excellence: - Identify gaps, inefficiencies, and recurring issues in support workflows across POS, Accounting, and IT. - Partner with Team Leads to recommend and implement process improvements that enhance efficiency, quality, and consistency. - Support documentation and standardization of support procedures, playbooks, and escalation paths. - Collaborate with Operations, Sales, Product, and Development teams to surface systemic issues and improvement opportunities. - Customer Experience & Escalation Management: - Ensure a high‑quality, professional customer experience across all support interactions. - Act as a point of escalation for complex or sensitive customer issues, as needed. - Help reinforce a customer‑first culture focused on timely resolution, clear communication, and accountability. - Monitor trends in customer complaints or feedback and work with leadership to address root causes. - Cross‑Functional Collaboration: - Collaborate closely with Operations leadership and Team Leads to ensure alignment on priorities and customer needs. - Coordinate with Product, Development, and Payments teams when support issues require cross‑functional resolution. - Provide leadership visibility into team capacity, risks, and improvement opportunities. Qualifications - Frontline People Leadership: Ability to effectively lead and supervise multi‑disciplinary support teams with consistent coaching, feedback, and performance management. - Operational Execution & Coverage Management: Proven capability to manage day‑to‑day support operations, including staffing, scheduling, workload balancing, and queue health across POS, Accounting, and IT teams. - Performance & KPI Management: Strong analytical mindset to establish, track, and manage support KPIs, and translate performance data into actionable insights and coaching. - Process Discipline & Continuous Improvement: Demonstrated ability to identify gaps and inefficiencies in support workflows, standardize processes, and drive consistent execution through documentation and clear escalation paths. - Sound Escalation Judgment: Strong decision‑making skills when handling complex or sensitive escalations, balancing speed, quality, customer impact, and operational risk. - Customer Experience Orientation: Clear focus on delivering a high‑quality, professional customer experience through effective communication, resolution ownership, and accountability. - Cross‑Functional Collaboration: Ability to work effectively with Operations, Product, Development, Payments, and Customer Success to resolve systemic issues and improve end‑to‑end outcomes. - Change & Growth Leadership: Skilled at guiding teams through growth, change, or transformation while maintaining stability, clarity, and service quality. - Execution Reliability: Highly organized, comfortable prioritizing in a fast‑paced environment, with strong follow‑through and consistency in delivering results. Requirements - 3+ years of experience in customer support, technical support, or operations, with at least 1–2 years in a supervisory or team lead role. - Experience managing or supporting technical teams (POS systems, accounting software, IT support, or similar environments). - Strong people‑management skills, including coaching, performance management, and conflict resolution. - Proven ability to track and manage KPIs and operational metrics. - Excellent communication, organization, and problem‑solving skills. - Exposure to process improvement or operational excellence initiatives. Benefits - Salary range: $58,000-$72,000 Company Description Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.

Role Description We are looking for an experienced Point of Sale (POS) Technician to join our team. As a part of Pluss Software LLC’s Customer Support team, you will deliver complete resolutions in a timely and consistent manner to address our clients’ technical questions and concerns. You will respond daily to new and diverse customer problems and requests and will be responsible for finding solutions to match their needs. Primary Responsibilities - Serve as the front-line technical support resource for customers using Pluss Software products and services. - Handle inbound and outbound customer calls promptly and professionally. - Diagnose customer issues, assess root causes, and deliver clear, effective solutions. - Drive first-call resolution while balancing service quality and appropriate escalation. - Provide customer training on software applications through remote sessions. - Maintain accurate, detailed documentation of customer interactions and follow-up needs. Qualifications - Strong phone etiquette and professional customer communication skills. - Demonstrated proficiency in typing, grammar, and written documentation. - Working knowledge of computer applications, hardware, and related equipment. - Knowledge of customer service principles and best practices. - Ability to clearly explain technical concepts and solutions to customers. - Strong technical aptitude and comfort working with computers and software applications. - Strong analytical thinking and problem-solving skills. Requirements - Experience in an auto or diesel repair shop, parts store, or warehouse environment. - Point of sale and inventory management experience. - Experience with ERP software systems. Benefits - Hourly Rate: $15.11-$23.56. Company Description Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers.

Role Description CounselEAR, part of the Fullsteam organization, audiology office management system is looking for a Summer Intern to join the application development team. - Assist with entry-level application development tasks. - Assist with handling/delegating tickets assigned to the development group. - Assist with data conversion work performed for accounts onboarded to the system. Qualifications - Front-end development experience (HTML, JavaScript, stylesheets). - Back-end development experience (ASP.Net, C#, IIS). - Some application coding experience. Company Description Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers.

• Respond to user inquiries, troubleshoot, diagnose, and resolve software and/or hardware related issues through various communication channels, including email, phone, and remote support tools. • Work with partner companies to set up or maintain points of integration. • Analyze complex problems, identify root causes, and develop effective solutions in a timely manner. • Collaborate with cross-functional teams to escalate issues when necessary and follow through until resolution. • Provide clear and concise technical guidance to users with varying levels of technical expertise. • Ensure exceptional customer service and establish strong relationships to enhance user satisfaction. • Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and best practices, to assist users in resolving common issues independently. • Perform quality assurance testing of software products and new features. • Replicate reported issues in a controlled environment to accurately identify and document software bugs. • Collaborate with the development team to prioritize and communicate bug fixes. • Contribute valuable user feedback and insights to the product development team for continuous improvement of the software, usability, and user experience. • Provide training sessions and workshops for clients and internal teams to ensure they can effectively utilize the software's features and troubleshoot minor issues. • Monitor system health and performance to proactively identify potential issues and implement preventive measures. • Offer remote desktop support when necessary, guiding users through troubleshooting steps, software installations, and configurations.

• Provide clients with detailed product and service information • Independently resolve product and service problems to achieve complete customer satisfaction through phone, email and live chat • Manage a client group to address retention • Communicate technical, high-level customer service issues to the development and leadership team and works in collaboration to resolve these issues • Work in partnership with software development to analyze system techniques and procedures, provide feedback to developers, including consulting with end users to determine hardware, software, or system function needs • Serve as the primary point of contact for assigned hospitality clients using WebRezPro • Identify churn risk signals and proactively work with clients to stabilize and optimize system usage • Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting • Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows • Conduct live and recorded training sessions tailored to hotel and lodging operations • Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers • Partner with Product and Software Development teams to escalate bugs and test fixes • Translate customer feedback from hoteliers into actionable product insights • Maintain clear written and video documentation specific to hospitality use cases • Track and document client interactions, feature requests, and support trends • Independently provides support to clients by making decisions regarding the best course of action for both the client and the company • Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients • Communicates new release features to production • Manages communication for customer account needs • Independently works to resolve customer complaints/problems

• Identify and prospect potential clients through cold calling, email campaigns, networking events, and social media platforms. • Conduct in-depth needs analysis and discovery with prospective clients. • Tailor software solution presentations and demos to address unique requirements. • Build and maintain relationships with perspective clients throughout the sales cycle. • Negotiate contract terms and pricing with clients. • Maintain an accurate record of sales activities, leads, and opportunities in the CRM system. • Develop and manage a sales pipeline to achieve targets. • Collaborate closely with internal teams to align strategies. • Stay informed about industry trends and provide insights to clients. • Provide regular sales forecasts, reports, and updates to management. • Serve as a mentor and role model for junior Account Executives.

Role Description The Director, Technical Operations is the senior leader responsible for the strategy, execution, and continuous improvement of PEAK 15’s Technical Operations function. This role leads a high-performing technical team that delivers complex customer-facing solutions, advanced issue resolution, and technical services that directly influence customer outcomes, platform adoption, and revenue. The Director owns the operational strategy and technical governance for: - Customer implementations - Custom API integrations - SQL jobs - SSRS reports - Email integrations - Power BI dashboards - AI-enabled knowledge experiences - Related technical services This role serves as the senior escalation point for the most complex technical issues, providing hands-on leadership for troubleshooting, root-cause analysis, risk mitigation, and resolution planning. Success in this role requires a technically fluent leader who can translate customer and business requirements into scalable operational solutions. Qualifications - Strong technical leadership with the ability to set direction, establish standards, and guide teams through complex operational and technical challenges. - Deep expertise in technical operations, production support, escalation management, SLA ownership, and incident resolution within a SaaS or enterprise software environment. - Strong understanding of API integrations, data mapping, authentication methods, system interoperability, and troubleshooting across connected platforms. - Advanced knowledge of SQL, reporting architecture, data validation, and business intelligence tools. - Strong systems thinking and root-cause analysis skills. - Experience establishing technical governance, documentation standards, release readiness practices, and operational controls. - Ability to translate business requirements into practical technical solutions. - Strong leadership, coaching, and talent development capabilities. - High ownership, sound judgment, and the ability to balance strategic leadership with hands-on involvement. Requirements - 15+ years of hands-on experience writing complex SQL queries, developing SSRS reports, creating SQL Server Agent jobs, and building/managing API integrations. - 5+ years of experience designing, setting up, and maintaining Microsoft Power BI datasets, dashboards, and reports. - 5+ years in an IT or Technical Operations leadership/management role, with proven success leading support or technical teams. - 5+ years of experience using Dynamics 365 CRM and its workflow and integration capabilities. Benefits - Medical - Extended Health and LTD plan - Dental - Vision - RRSP (with employer match) - Health Spending Account - Flexible paid time off

• Support monthly operations reviews across the Summit Vertical to close performance gaps or accelerate growth opportunities. • Gather, organize, and analyze BU-level and consolidated performance data, including trend identification and key driver analysis. • Support planning processes, initiative tracking, and execution follow-through for the Vertical and its business units. • Partner with and train BU leaders to improve visibility into KPIs, operating rhythm, action item tracking, and accountability. • Work with finance, accounting, and FP&A teams to ensure reporting inputs are accurate, consistent, and timely, without owning corporate finance processes. • Support ELT materials, executive presentations, QBRs, and strategic analysis as needed. • Develop process improvements that reduce manual effort and strengthen operating discipline. • Serve as a cross-functional liaison across customer success, sales, software development, operations, and shared services. • Assist in managing strategic initiatives, timelines, and deliverables across multiple workstreams. • Provide analytical support for special projects, ad hoc requests, and leadership decisions.

• Generate new business through outbound prospecting and inbound lead follow-up • Manage the full sales cycle from discovery to close • Conduct discovery calls to uncover pain and qualify opportunities • Run product demos and guide prospects through trials • Drive AO → OT migration opportunities • Maintain accurate pipeline and forecasting in Salesforce • Meet or exceed monthly and quarterly revenue targets • Adhere to daily activity standards (calls, emails, talk time) • Record all customer interactions and demos • Collaborate with cross-functional teams (marketing, product, support) • Continuously improve product knowledge and sales skills

Role Description The AI Director is a senior, hands-on software engineering leader responsible for transforming how software is designed, developed, tested, and delivered across a specific business vertical. This role partners closely with the Vertical R&D Leader to define and execute AI-driven strategies that materially improve engineering productivity—targeting 2x–3x gains in software development efficiency—while maintaining or improving quality, security, and maintainability. This role does not have direct reports. Instead, success depends on influence, technical credibility, and deep collaboration across software teams, as well as alignment with a peer group of AI Directors working across other verticals. Key Responsibilities - AI Strategy & Transformation - Partner with the Vertical R&D Leader to define, prioritize, and implement AI-driven initiatives that accelerate software development across the vertical. - Improve development speed with hands-on partnership with developers, transforming the way teams develop software to maximize the effective use of existing AI-based tools. - Establish success metrics and continuously measure the impact of AI initiatives, focusing on developer throughput, cycle time, quality outcomes, and improvement of customer satisfaction. - Hands-On Technical Leadership - Act as a hands-on developer, architect, and technical problem solver within software teams. - Design and build AI-enabled tools, frameworks, and workflows that integrate into existing development environments. - Evaluate first principles understanding of problems within the existing SDLC to apply simple and effective solutions to accelerate production of high-quality products. - Lead by example through contributions to production code, prototypes, proofs of concept, and internal tooling. - Team & Cross-Vertical Collaboration - Collaborate closely with software engineers, architects, product leaders, and QA teams within the vertical to ensure solutions are adopted and deliver real value. - Serve as an active member of the AI Director community, sharing learnings, patterns, and reusable solutions across verticals. - Innovate better ways to accomplish vertical-specific solutions while adopting relevant innovations from other teams to maximize output. - Change Enablement & Adoption - Mentor and coach teams on effective, responsible use of AI in software development. - Promote innovative engineering practices augmented by AI based on the needs of the vertical. - Identify and help overcome organizational, technical, and cultural barriers to adoption. Qualifications - Strong hands-on software development background, with significant experience building and delivering production systems with engineering teams. - Proven experience working in vertical-market or domain-specific software environments. - Demonstrated ability to influence engineering practices without direct authority. - Deep understanding of modern software development lifecycles, architectures, and tooling. - Practical experience applying AI or advanced automation to improve developer productivity and software quality. - Excellent collaboration and communication skills, with the ability to work effectively across disciplines and organizational boundaries. Preferred Qualifications - Prior experience leading or contributing to AI-driven development. - Experience in hospitality, travel, or a related vertical (bonus, not required). - Strong architectural judgment and the ability to improve speed, scalability, and quality all at the same time. - Experience working in multi-team, multi-product environments. Company Description Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.