The company
Bill is a Lyon-based software company for the restaurant industry, especially QSR businesses. Its solution combines SaaS software and equipment: point of sale, ordering kiosks, ordering apps, kitchen display screens and management tools.
The goal is to simplify restaurant operations by giving clients a single technology partner for their day-to-day needs.
My role
My apprenticeship in the OPS team allowed me to contribute to client onboarding, documentation, customer follow-up, support, QA and process improvement. This gave me a broad view of how Bill works, because I was involved in client-facing, operational and internal topics.
My role is cross-functional. I work between clients, OPS, support, developers and the sales team. This position helps me understand day-to-day operational needs as well as stakeholder constraints.
How I work
I do not only execute tasks. I try to understand needs, formalize methods, make information easier to share and improve the client experience. This includes user training, SaaS setup and deployment, problem solving, customer journey optimization and the creation of internal and client-facing processes.
Client relationship is central to the way I work. I take time to listen, rephrase needs and keep communication clear throughout the project. This proximity helps me anticipate blockers, adapt support and build lasting trust.
This experience taught me that a strong client relationship depends as much on the quality of the tools as on the clarity of the support. A client should know where they stand, who to contact and how to become autonomous without feeling left alone.