Fullsteam Benefits Overview

Provides Tier 2 technical support for RICS retail software, POS, integrations, APIs, hardware, and networking. Investigates escalated issues, analyzes logs, reproduces defects, documents resolutions, and communicates with clients and stakeholders. Mentors Tier 1 support staff, creates knowledge resources, supports testing, monitors recurring issues, and collaborates with internal teams to improve products and support processes.

Manage a portfolio of B2B SaaS customers from onboarding through long-term success. Coordinate GUIDEcx implementation projects, milestones, check-ins, go-live readiness, issue resolution, account health reviews, renewals, and customer changes. Partner cross-functionally to resolve needs, reduce retention risks, improve product adoption, and identify expansion opportunities. Maintain accurate account records and provide product guidance, recommendations, and proactive customer communication.

Manage payments and platform services revenue accounting, including billing, revenue recognition, reconciliations, month-end close, payment lifecycle oversight, and POS terminal accounting. Lead payment incident resolution, internal controls, audit support, and process improvements across U.S. and Canadian operations. Manage, mentor, and develop the accounting team while collaborating with risk, underwriting, sales, operations, systems, executives, and external auditors.