Customer Success Representative (CSR) - Tampa, FL

Customer Success Representative (CSR)

Location: Tampa, FL (In-Office)

Compensation: $25 per hour performance-based bonuses

Department: Customer Success / Operations

Employment Type: Full-Time, Hourly

About SuperSonic POS

SuperSonic POS is a fast-growing all-in-one point-of-sale and payments platform serving convenience stores, smoke shops, liquor stores, independent grocers, and specialty retailers nationwide. We help merchants get long-term value from our platform through hands-on support, feature adoption, and ongoing guidance.

Role Summary

The Customer Success Representative (CSR) is responsible for proactively engaging existing merchants to support product adoption, introduce new features and releases, and ensure continued success with the SuperSonic POS platform.

This role focuses on outbound communication to current customers, not inbound support queues. It is a support-first, expansion-aware role with eligibility for performance-based bonuses tied to feature adoption and merchant engagement.

Core ResponsibilitiesProactive Merchant Engagement

• Conduct outbound calls, messages, and follow-ups with existing merchants
• Check in on merchant health, usage, and satisfaction
• Identify opportunities to improve workflows or platform adoption
• Maintain consistent, professional communication with merchants

Feature Adoption & Upsell Support

• Introduce and explain newly released features, enhancements, and tools
• Recommend relevant add-ons or upgrades based on merchant needs
• Assist merchants with enabling, configuring, or adopting new features
• Support feature rollout campaigns in coordination with Product and Marketing
• Drive adoption through value-based conversations (no high-pressure sales)

Account Care & Retention

• Monitor merchant engagement and flag at-risk accounts
• Proactively follow up after releases, updates, or issue resolutions
• Reinforce best practices to improve merchant outcomes
• Support retention through education and relationship building

Documentation & Internal Coordination

• Document all merchant interactions, outreach, and outcomes
• Track feature activations and merchant feedback
• Coordinate with internal teams (Support, QA, Product, Finance) as needed

Performance & Incentives

• Base pay: $25/hour
• Bonus eligibility tied to:

Feature activations and adoption

• Merchant engagement and retention metrics
• Quality of documentation and follow-through

Bonus plans are separate from base pay and may evolve over time.

This role focuses on existing merchants only.

Qualifications & Skills

• 1–3 years in customer success, account rep, or merchant support
• Comfortable with outbound calls and proactive follow-ups
• Strong communication and relationship-building skills
• Ability to explain product value clearly and confidently
• Organized, detail-oriented, and process-driven
• Professional, reliable, and customer-focused
• Bilingual or multilingual abilities preferred, but not required