The Role

We are looking for a proactive, client-first Customer Success Manager to sit at the intersection of our product, development, and customer-facing teams. You will own the full lifecycle of client issues and feature requests — from the moment a ticket is created to the moment it is resolved — while nurturing client relationships and continuously improving the way our teams work together.

This is a hands-on, player-coach role that requires someone equally comfortable on a call with a client and inside an Azure DevOps board triaging tasks. It is also a role with a clear and intentional growth path: we expect you to deepen your technical and delivery skills over time, progressively taking ownership of our AI-powered support tools and, eventually, our agile delivery process.

One thing worth being upfront about: our product ecosystem is complex. Ebriza spans multiple interconnected applications — an Admin web platform, a POS on mobile, and a suite of companion apps including a Kitchen Display Screen, Client Screen, and Operations App. You will not be able to do this job well without genuinely understanding how these pieces fit together. We need someone who is naturally curious about complex systems and motivated to develop deep product knowledge — not just enough to get by, but enough to diagnose issues, set client expectations accurately, and speak credibly with the dev team.

Where This Role Goes

We hire for trajectory, not just for today’s job. You will start by owning client relationships, leading the care team, and mastering our support operations. As you settle in, you will progressively take ownership of our AI-powered support tools — including Intercom Fin and workflow automations — learning how to build, train, and optimise them to handle client queries at scale. From there, the natural next step is deeper involvement in how we deliver product: sitting in on agile ceremonies, owning the DevOps board, and eventually facilitating the end-to-end process between clients and engineering.

We will support that journey actively — through exposure, tooling, and where relevant, formal certification. The destination is a CS & Delivery Manager role that owns the full picture: client success, AI-powered support operations, team leadership, and agile delivery.

What You’ll Do

From day one, your responsibilities will include:

• Own the client relationship layer — acting as the interface between Ebriza and its clients via phone, chat, and email; personally stepping in to mediate issues and resolve escalations
• Organize and lead the customer care team, setting priorities and ensuring consistent, high-quality client communication
• Manage and prioritize tasks on our Azure DevOps boards — creating, assigning, and following up on tickets with development and internal teams
• Own the full lifecycle of every task: from creation through to delivery, keeping all stakeholders informed and on track
• Use Intercom to manage client conversations and support queues
• Identify friction points in internal workflows and proactively propose process improvements
• Leverage AI tools to work smart — automating repetitive tasks, streamlining workflows, and getting more done with less manual effort
• Collaborate closely with the product and development teams to translate client feedback into actionable tasks.

As you grow into the role:

• Take ownership of Intercom Fin and other AI-powered support tools — building, training, and optimizing automation flows
• Begin sitting in on agile ceremonies and progressively take on Scrum facilitation responsibilities
• Own the DevOps board independently and manage end-to-end delivery coordination between clients and engineering.

What We’re Looking For

• Strong organizational skills with a structured, detail-oriented mindset
• Excellent people skills — you can navigate a difficult client conversation and a cross-functional team meeting with equal confidence
• Proven AI literacy — you use AI tools regularly and can demonstrate effective prompting during the interview
• Experience with Intercom or a similar customer messaging/support platform
• Familiarity with project management tools such as Azure DevOps, Jira, Linear, or equivalent
• Proficiency with modern software tools and the ability to learn new platforms quickly — no coding required, but you must be genuinely tech-savvy and comfortable navigating complex, multi-app product ecosystems
• Deep curiosity about how products work — you want to understand the system, not just the surface. You will be expected to develop thorough knowledge of every Ebriza application and how they interact, because you cannot support clients or communicate with the dev team effectively without it
• Fluent in English (written and spoken) — additional languages are a plus
• A bias for action: you don't wait for problems to escalate, you anticipate and resolve them
• Genuine curiosity about how products are built, not just how they're used — you want to understand the dev and delivery process, not just sit adjacent to it
• Leadership potential — you naturally organise people around you and take ownership without being asked

Nice to Have

• Experience in a SaaS, tech startup, or hospitality/restaurant industry environment
• Hands-on experience coordinating between technical and non-technical teams
• Background in process design, operations, or business analysis
• Any exposure to agile or Scrum frameworks — formal or informal
• Experience building or managing chatbot/AI agent flows (e.g. Intercom Fin, Zendesk AI, Freshdesk Freddy).

What We Offer

• A key role in a tight-knit, ambitious team where your work has direct, visible impact
• A modern, AI-first work environment — we invest in tools and processes that eliminate busywork
• A clear, structured growth path from CS Manager through to CS & Delivery Manager — with active investment in your development at each stage
• Support for Scrum certification (PSM/CSM) as you progress into the delivery phase of the role
• Direct collaboration with the founders and product team.

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