ItsaCheckmate

● Onboarding: Onboard location(s) for different brands for diverse products assigned. **● Vertical-Specific Expertise: **Develop deep knowledge and expertise in diverse onboarding processes, such as point-of-sale (POS) systems, third-party integrations, direct ordering systems, etc. **● Testing and Validation:** Conduct testing to ensure the system or product functions correctly and meets the specified requirements. Validate that all components are working as expected before full deployment. **● Client Communication: **Communicate with clients when needed via email or phone to discuss onboarding requirements. ****● Collaborative Projects:** Collaborate with internal and/or external teams to find solutions, ensuring that customer’s onboarding problems are resolved comprehensively. **● **Documentation:** Create and maintain brand-specific documentation to ensure successful onboarding based on brand requirements. **● **Managing Work Queues:** Monitoring and prioritizing tasks assigned to ensure timely completion.

• Collaborate with Product, Design, and Engineering teams to design, build, test, deploy, and maintain scalable web applications • Leverage AI coding agents to accelerate product development and defect resolution • Develop and maintain RESTful and/or GraphQL APIs • Develop asynchronous application processing using tools like Sidekiq • Build and maintain responsive, high-performance React.js interfaces and reusable components • Write and optimize SQL queries across PostgreSQL/MySQL databases • Improve application reliability, scalability, and long-term maintainability of large enterprise systems • Create, and collaborate with other engineers on, technical specifications aligned against short term and long term Product roadmaps and enterprise architectural goals • Use APM and observability tools to detect, diagnose, and fix performance bottlenecks • Identify technical debt and drive practical solutions to pay down debt • Own features and complex issues from product design through development, deployment, and monitoring. • Participate in all parts of the Product, Design, and Engineering processes building new features together in a collaborative pod-based environment • Interact with our internal customers using your contributions to our software platform in support of our external customers • Work with team members to identify, prioritize, and reduce technical debt and improve scalability and performance across the codebase • Participate in architecture and technical design discussions across Product and Engineering • Contribute to peer code reviews, automated testing, CI/CD pipelines, and deployment workflows • Investigate and resolve outages with root-cause analysis and clear follow-up improvements • Mentor junior engineers and promote engineering best practices using AI-led practices

• Collaborate with Product, Design, and Engineering teams to design, build, test, deploy, and maintain scalable web applications • Leverage AI coding agents to accelerate product development and defect resolution • Develop and maintain RESTful and/or GraphQL APIs • Develop asynchronous application processing using tools like Sidekiq • Build and maintain responsive, high-performance React.js interfaces and reusable components • Write and optimize SQL queries across PostgreSQL/MySQL databases • Improve application reliability, scalability, and long-term maintainability of large enterprise systems • Create, and collaborate with other engineers on, technical specifications aligned against short term and long term Product roadmaps and enterprise architectural goals • Use APM and observability tools to detect, diagnose, and fix performance bottlenecks • Identify technical debt and drive practical solutions to pay down debt • Own features and complex issues from product design through development, deployment, and monitoring. • Participate in all parts of the Product, Design, and Engineering processes building new features together in a collaborative pod-based environment • Interact with our internal customers using your contributions to our software platform in support of our external customers • Work with team members to identify, prioritize, and reduce technical debt and improve scalability and performance across the codebase • Participate in architecture and technical design discussions across Product and Engineering • Contribute to peer code reviews, automated testing, CI/CD pipelines, and deployment workflows • Investigate and resolve outages with root-cause analysis and clear follow-up improvements • Mentor junior engineers and promote engineering best practices using AI-led practices

• Collaborate with Product, Design, and Engineering teams to design, build, test, deploy, and maintain scalable web applications • Leverage AI coding agents to accelerate product development and defect resolution • Develop and maintain RESTful and/or GraphQL APIs • Develop asynchronous application processing using tools like Sidekiq • Build and maintain responsive, high-performance React.js interfaces and reusable components • Write and optimize SQL queries across PostgreSQL/MySQL databases • Improve application reliability, scalability, and long-term maintainability of large enterprise systems • Create, and collaborate with other engineers on, technical specifications aligned against short term and long term Product roadmaps and enterprise architectural goals • Use APM and observability tools to detect, diagnose, and fix performance bottlenecks • Identify technical debt and drive practical solutions to pay down debt • Own features and complex issues from product design through development, deployment, and monitoring. • Participate in all parts of the Product, Design, and Engineering processes building new features together in a collaborative pod-based environment • Interact with our internal customers using your contributions to our software platform in support of our external customers • Work with team members to identify, prioritize, and reduce technical debt and improve scalability and performance across the codebase • Participate in architecture and technical design discussions across Product and Engineering • Contribute to peer code reviews, automated testing, CI/CD pipelines, and deployment workflows • Investigate and resolve outages with root-cause analysis and clear follow-up improvements • Mentor junior engineers and promote engineering best practices using AI-led practices

- Manage large amounts of inbound and outbound calls in a timely manner - Follow communication “scripts” when handling different topics - Greet customers warmly and ascertain problem or reason for calling - Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives - Build sustainable relationships and engage customers by taking the extra mile - Provide accurate, valid and complete information by using the right methods/tools - Frequently attend educational seminars to improve knowledge and performance level - Suggest solutions when a product malfunctions - Attempt to persuade customer to reconsider cancellation - Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution - Meet personal/team qualitative and quantitative targets

• Design, implement, and maintain cloud infrastructure on AWS using Terraform and Ansible, following existing conventions and extending them thoughtfully. • Manage and support AWS services across our stack including EC2, ECS, RDS, S3, IAM, VPC, CloudFront, and related services. • Maintain and improve infrastructure-as-code practices, ensuring consistency, reproducibility, and auditability across environments. • Participate in capacity planning and cost optimization, identifying opportunities to improve resource efficiency without compromising reliability. • Build, maintain, and improve CI/CD pipelines (GitHub Actions or equivalent) to support reliable, automated delivery across development, staging, and production environments. • Work with engineering teams to improve build speed, deployment safety, and rollback capabilities. • Support blue/green and canary deployment strategies as appropriate for our platform needs. • Participate in on-call rotation and own production incidents end-to-end — from detection through root cause analysis, resolution, and post-mortem. • Use observability tooling (Datadog, CloudWatch, or equivalent) to monitor system health, establish alerting thresholds, and proactively surface issues before they impact customers. • Contribute to runbooks, incident documentation, and process improvements that reduce mean time to resolution over time. • Apply security best practices across infrastructure — IAM policy scoping, secrets management, network segmentation, vulnerability patching, and access controls. • Support compliance and audit requirements by maintaining clear documentation and ensuring infrastructure changes are tracked and reviewable. • Work closely with the senior engineer on the team to learn existing systems deeply and contribute to architectural improvements over time. • Proactively identify areas for improvement — tooling, automation gaps, manual processes, reliability risks — and raise them constructively with the team. • Document infrastructure clearly so that other engineers can understand and operate the systems they depend on.

• Serve as the primary point of contact for superbrand and/or enterprise clients, addressing inquiries, resolving issues, and offering proactive solutions. • Build and maintain strong relationships with key stakeholders at client organizations, ensuring they are up to speed with the company's product offerings. • Monitor client satisfaction and ensure that their needs are consistently met. • Assist with onboarding new clients, ensuring they are set up for long-term success. • As the Primary POC for the Brand(s) assigned, it would be the Lead - Customer Success Management’s responsibility to work closely with the Customer Support Team to assist in tracking any open issues and providing updates on escalated issues to the Brand(s). Internal escalation should occur proactively if SLA's are unable to be met • Collaborate with internal teams, such as product, support, and operations, to troubleshoot and resolve client concerns. • Monitor client satisfaction levels and escalate concerns to senior team members when necessary. • Provide clients with product demonstrations, training, and best practices to help them maximize product usage. • Assist in creating client resources such as guides, FAQs, and tutorials. • Stay informed about product updates and communicate relevant changes to clients. • Develop strategies to improve client satisfaction and retention, ensuring clients achieve their business goals. • Conduct or prepare regular business reviews and meetings with clients to ensure satisfaction and identify opportunities for further collaboration. Work with the Account Management Team to identify opportunities to enhance client engagement and encourage the adoption of additional products or services. • Gather and analyze client feedback, sharing insights with the broader team to improve products and services. • Track account performance, generating reports and insights for clients and internal teams. • Use data to assess the success of the client journey and suggest improvements for future client transitions.

About Checkmate Checkmate is a restaurant technology solution provider that has continually evolved over time. We started in 2017 by integrating 3rd party platforms to the POS systems of restaurants. At that time, there were multiple 3rd party platforms like GrubHub, UberEats, DoorDash, Postmates, Caviar, and even Amazon! This was the photograph that started it all! We have since then continually evolved to add multiple products to our portfolio, the primary ones being first party ordering solutions like web and app ordering, kiosks and catering. We have now recently moved into three new exciting products: Digital Menu Boards, Phone Ordering AI and Drive thru AI. We form a very core part of the restaurant technology ecosystem, and are continually adding more and more digital solutions for the restaurant brands to increase their sales. Our revolutionary enterprise menu management system, Everyware, truly unlocks the potential of menus and how it can be customized for each individual digital channel. As you can see, this is a company that continually evolves and adapts and today we are powering digital ordering solutions for some of the largest brands in the world. We have been called the "north star of vendors" as we truly believe that technology is just a method by which we service the customers, it does not form the entirety of it. Service is a big component of what we provide to our customers, which is inherently believed by every single team member here. We are doing a lot of exciting things, including application of AI in our products and systems, using experimentation at scale to determine what works for our clients and ML to analyze and productize the massive amount of data we have. Each individual here makes a difference and has a valuable contribution. Key traits here are ownership and drive. Join us if you think you have them. Role Overview The Lead - Customer Success Manager is responsible for supporting the successful onboarding, engagement, and retention of superbrand and/or enterprise clients. This role focuses on proactively building strong client relationships, understanding their needs, and ensuring they receive maximum value from the company’s products and services. The Lead - Customer Success Manager will work closely with cross-functional teams to provide excellent client service, assist with issue resolution, and identify opportunities for growth and engagement. 100% Remote $100,000 - $110,000 What You'll Do Client Relationship Management: - Serve as the primary point of contact for superbrand and/or enterprise clients, addressing inquiries, resolving issues, and offering proactive solutions. - Build and maintain strong relationships with key stakeholders at client organizations, ensuring they are up to speed with the company's product offerings. - Monitor client satisfaction and ensure that their needs are consistently met. - Assist with onboarding new clients, ensuring they are set up for long-term success. Client Support and Issue Resolution: - As the Primary POC for the Brand(s) assigned, it would be the Lead - Customer Success Management’s responsibility to work closely with the Customer Support Team to assist in tracking any open issues and providing updates on escalated issues to the Brand(s).  Internal escalation should occur proactively if SLA's are unable to be met - Collaborate with internal teams, such as product, support, and operations, to troubleshoot and resolve client concerns. - Monitor client satisfaction levels and escalate concerns to senior team members when necessary. Product and Service Education: - Provide clients with product demonstrations, training, and best practices to help them maximize product usage. - Assist in creating client resources such as guides, FAQs, and tutorials. - Stay informed about product updates and communicate relevant changes to clients. Client Retention and Growth: - Develop strategies to improve client satisfaction and retention, ensuring clients achieve their business goals. - Conduct or prepare regular business reviews and meetings with clients to ensure satisfaction and identify opportunities for further collaboration. Work with the Account Management Team to identify opportunities to enhance client engagement and encourage the adoption of additional products or services. - Gather and analyze client feedback, sharing insights with the broader team to improve products and services. Reporting and Documentation: - Track account performance, generating reports and insights for clients and internal teams. - Use data to assess the success of the client journey and suggest improvements for future client transitions.

The ideal candidate will possess strong leadership skills, a solid understanding of Proactive Resolution processes, and a passion for driving continuous improvement. As a Team Leader, you will be responsible for managing a team of error handling specialists, POS Conversions, Error Resolution, Pricing Discrepancy processes overseeing shift rosters, providing coaching and training, documenting processes, analyzing data, and driving process improvement and automation initiatives. Key Responsibilities: - Leadership and Team Management: Provide guidance, and mentorship to the error handling and proactive resolution team. Coach team members to ensure they have the necessary skills and knowledge to deliver exceptional support experiences. Foster a positive and collaborative work environment that encourages teamwork and professional growth. Develop and maintain shift rosters to ensure adequate coverage and optimal utilization of resources. - Process Optimization: Lead efforts to optimize Error Handling and Proactive resolution processes and workflows, focusing on improving error rate, reducing pricing discrepancies. Identify opportunities for automation and efficiency improvements to streamline operations. - Quality Assurance: Implement and maintain quality to ensure consistency and accuracy in order error resolutions. Perform Quality Assurance to measure the performance of the team and provide timely feedback. - Documentation: Document error handling processes, procedures, and best practices to ensure consistency and knowledge transfer. - Workflow Management: Efficiently manage the workflow within the Error Handling department, including providing a real-time resolution to the order errors, proactively reducing the order errors and reviewing the pricing discrepancies in the orders received.  - Training and Development: Assist in developing and delivering training programs for Error Handling staff. Provide ongoing support and guidance to ensure team members have the necessary skills and knowledge to provide exceptional service. - Data Analysis and Reporting: Utilize data analytics tools to analyze order error metrics and derive actionable insights. Generate regular reports on key performance indicators, such as order error volume, order pricing discrepancy, and Error Rate. Use findings to drive continuous improvement initiatives. Work on ad hoc requirements. - Cross-functional collaboration: Collaborate with other departments, such as product development, and Customer Support to communicate order errors, and insights. Work closely with cross-functional teams to address order issues and proactive resolutions to drive product improvements.

• Frontend Development & UX Focus: Build and maintain modern web applications using React.js, ensuring responsiveness, scalability, and performance. Work closely with UI/UX designers to implement user-friendly interfaces, ensuring cross-browser compatibility and optimization. • Backend Development & Core Services: Design, develop, and maintain critical backend services and core application logic using Ruby on Rails, ensuring high reliability, performance, and security. • API Development: Design, build, and optimize RESTful or GraphQL APIs to provide efficient, reliable data access for the React frontend and other internal systems. • Architecture & Performance: Architect and implement scalable full-stack systems. Continuously optimize performance, reliability, and efficiency through profiling, caching (e.g., Redis), and background job processing (e.g., Sidekiq). • Database Management: Design, maintain, and optimize relational databases such as PostgreSQL and MySQL. Write and tune SQL queries for performance and scalability. • System Reliability & Monitoring: Contribute to improving observability and performance monitoring. Quickly diagnose and resolve production issues across various environments and platforms. • Code Quality & Automation: Write clean, efficient, and well-documented code emphasizing modularity and maintainability. Ensure code quality through best practices, comprehensive automated testing, and active participation in code reviews. Contribute to improving CI/CD pipelines, deployment workflows, and proactively identify areas for system and process improvement. • Collaboration & Feature Delivery: Work closely with other engineers, product managers, and designers to deliver impactful, user-focused features that align with product goals.