What do you do here at TouchBistro? How has your role/department evolved over the years?
I’m the Team Lead for Priority Support, handling escalations and making sure our customers get effective solutions. I started as a Support Tech three years ago, and since then, my role has grown from troubleshooting individual issues to leading a team, managing complex cases, and jumping in when things go sideways for our customers. It’s been a journey from frontline problem-solver to strategic fire-putter-outer!
What makes TouchBistro special to you?
The people, hands down. Everyone’s genuine, caring, and incredibly smart – always willing to share knowledge and lend a hand. There’s a sense of camaraderie that makes even the busiest days easier to handle. Plus, I’m constantly learning new things, which keeps my role exciting and meaningful.
What inspires you about the future of the restaurant industry?
The possibilities are endless! While we could eventually see cool things, like ordering a hologram of your favourite dish, what excites me most is how technology can take the stress off restaurant staff. Imagine systems that handle all the tech, calculations, and reporting, so teams can focus on what they do best – delivering unforgettable experiences without the tech headaches.
What motivates you to solve challenges for customers?
Whether it’s a complicated issue or something minor, it’s that moment when the customer goes from stressed to relieved and says, “Thank you so much!” Knowing I helped take that weight off their shoulders and made their day a little easier is what makes it all worth it.
How do you ensure customer feedback is incorporated into product improvements?
I’m lucky to be surrounded by people who are genuinely interested in listening to and acting on feedback. We take what customers say seriously, pass it along to the right teams, and work together to turn it into real, actionable improvements. It’s all about making things better for everyone.
What brings you the most satisfaction in your role?
The fact that I’m always learning and growing is a huge source of satisfaction. I also know I have an amazing team to rely on for support, which makes tackling any challenge feel much more manageable. Plus, the opportunity to continue developing in my role is something I really appreciate.
How do the core values of TouchBistro contribute to the success of your projects?
TouchBistro’s core values keep me grounded in creativity, empathy, and a solution-focused mindset. They remind me to always respect others, collaborate effectively, and approach every challenge with the goal of making things better for our customers and teammates.
How do you collaborate with other teams at TouchBistro?
We talk – a lot! Whether it’s through Slack, calls, or brainstorming sessions, we’re always in sync. Regular huddles and 1:1s keep everyone in the loop, ensuring we’re all working together to deliver the best possible experience for our customers.
If you had to eat one meal every day for the rest of your life, what would it be?
Pizza. It’s versatile, reliable, and always delicious. Whether it’s classic Margherita or a creative topping combo, it never disappoints. Plus, cold pizza for breakfast? No complaints.