Customer Success Representative; CSR

Super Sonic POS Customer Success Representative (CSR) Tampa, FL
· Full time

The Customer Success Representative (CSR) proactively engages existing merchants through outbound outreach to drive product adoption, introduce new features, and support ongoing success on the Super Sonic POS platform. This is a support-first role with bonus eligibility tied to feature adoption and merchant engagement, not inbound support or new sales.

Super Sonic POS is a retail technology company that provides a unified point-of-sale (POS), payments, and cloud back-office platform for high-volume businesses such as convenience stores, liquor stores, and specialty retailers. Headquartered in Tampa, Florida, Super Sonic provides modern POS hardware, cloud back-office software, integrated payments, and AI-powered business tools. From liquor stores to convenience shops, Super Sonic helps retailers streamline operations, prevent shrink, and unlock enterprise-grade insights all at an affordable price.

Location: Tampa, FL (In-Office)

Compensation: $25 per hour + performance-based bonuses

Department: Customer Success / Operations

Employment Type: Full-Time, Hourly

Super Sonic 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.

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 Super Sonic 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.

• 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

• 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)

• 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

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

• 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
.

• 1–3+ years in customer success, account management, 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
• Full-time, hourly role
• Structured outreach schedules with reasonable flexibility
• Focus on sustainable workloads and consistent merchant coverage