This role is technical - but it is not IT support. You won’t be resetting passwords, fixing devices or managing networks, and a service desk background on its own won’t prepare you for this job.
You’ll be working through layered platform configuration, POS data feeds and catalogue exports to work out why something isn’t behaving the way a store expects. It takes methodical investigation and an understanding of how a shop actually runs.
About Myfoodlink
Myfoodlink is the ecommerce platform powering online ordering for independent grocery and liquor retailers across Australia and New Zealand. We give local retailers the tools to compete with the big chains - selling online, managing deliveries and running promotions from one back office.
We’re growing, and we need a Customer Success Agent to get new stores live and keep them succeeding.
The role
One day you’re walking a first-time store owner through building their online catalogue. The next you’re tracing why a product isn’t showing on the shopfront, or why a POS import brought in the wrong pack sizes - following the trail through configuration, import files and export feeds until you find the cause.
It suits someone who knows retail from the inside, investigates methodically rather than guessing, and owns a problem until it’s actually solved.
What you’ll do
• Run new store onboarding projects - coordinate the store training, their POS vendor and other providers to an agreed launch date, and make sure nothing falls through the cracks
• Investigate the hard ones - work out complex issues in existing stores, tracing it through platform configuration, POS import data and export files rather than guessing
• Teach, don’t just fix - get store owners confidently running their own online store so they stop needing to call
• Watch the first 90 days after go-live - the highest-risk window for a new retailer. Spot the early warning signs and step in before small issues become churn
• Resolve tickets across email and phone - owning issues end-to-end, keeping customers updated without being chased, and keeping response and resolution times on target
• Contribute to the knowledge base - capture recurring issues and platform changes so the team never solves the same problem twice
• Escalate well - when something needs more support, provide full context the first time so nobody has to chase you
What we need you to bring
• Retail, grocery, liquor or hospitality operations experience - you’ve worked in or run a shop, venue or department, and you know what a trading day feels like
• Structured investigation skills - you work methodically through complex, layered configuration: form a theory, test it, rule things out. No guessing at settings
• Comfort with data files -give you an 8,000-line POS export and you’ll find the twelve rows that are wrong, or spot where a catalogue feed differs from what’s live
• Plain-English explanation - you make technical things make sense to a non-technical business owner, and never make anyone feel silly for asking
• Ownership of outcomes, not tasks - you say ,“I’ll sort this,” not, “it’s with someone else”
• Clear, concise writing - an email or knowledge base article a busy retailer will actually read
• Strong organisational habits - you trust your systems, not your memory, when things get busy
• A calm, adaptable approach to a fast-moving environment
Nice to have
SaaS or ecommerce onboarding, POS systems or data feeds, and/or working directly with small business owners.
Why join Myfoodlink
• Real impact - you’ll directly shape whether independent retailers succeed
• A supportive, values-led team where ownership and customer care aren’t just buzzwords
• The chance to grow with a platform that’s scaling fast