Product Support

Fusion is a fast-growing SaaS company revolutionizing the hospitality industry with intelligent solutions for restaurant management, POS systems, and digital ordering. We empower hospitality brands to grow with seamless technology that’s reliable, scalable, and easy to use.

Role Overview:

We are looking for a results-driven and client-focused Product Support with 1–3 years of experience in upselling, and technical support—ideally in the hospitality tech space. This role demands a proactive professional who can handle post-sale support, and relationship nurturing, ensuring an exceptional customer experience throughout the lifecycle.

Key Responsibilities:

1.Business Support & Upselling

• Act as the account manager for assigned clients, supporting them post-onboarding.
• Identify upselling opportunities based on usage patterns and business needs.
• Introduce clients to new modules, feature updates, and plan upgrades.
• Ensure high client retention and satisfaction by building long-term relationships.

2.Product & Tech Support

• Troubleshoot and resolve product issues related to integrations, POS terminals, app features, or dashboard access.
• Collaborate with tech/product teams for deeper-level issue resolution.
• Maintain up-to-date support documentation, training content, and FAQs.
• Collect customer feedback and insights to inform the product team and roadmap.

What We're Looking For:

• 1–3 years of experience in customer success, or technical support.
• Experience or strong understanding of the hospitality industry (restaurants, QSRs, cafés, etc.).
• Strong communication and presentation skills, with a consultative approach.
• Tech-savvy: familiar with CRMs (e.g., Zoho, HubSpot), ticketing systems, and basic SaaS architecture.
• Ability to multitask across departments (Support, Product) and stay organised.
• Problem-solving mindset with empathy for clients and attention to detail.
• Strong communication skills in English; fluency in Hindi, Urdu, Chinese, Bengali, or other regional/international languages is a plus

Additional Benefits:

• Incentives based on achievement of targets
• Opportunity to engage with UK-based and international clients
• Exposure to global work culture and professional development initiatives