Customer Service Agent - Call Center - Night Shift

Job description

About SpotOn We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. - Named the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users - Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users - Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. POSITION OBJECTIVE The Support Expert I serves as the first point of contact for clients, delivering high-quality support across both software and hardware environments. This role is ideal for professionals who enjoy problem-solving, helping others, and developing technical expertise within a dynamic, technology-driven organization. Our Client Support department includes two specialized teams: Software Support and Technical Support each focused on different aspects of the client experience. The Software Support team provides friendly, knowledgeable assistance to resolve application issues and help clients get the most value from our products, while the Technical Support team delivers expert support for payment devices, printers, and related hardware, ensuring timely resolution of technical and connectivity matters. Based on your strengths, technical aptitude, and career interests, you may further develop expertise aligned with one of these support areas over time. RESPONSIBILITIES - Primary phone-based customer support - handle inbound calls, resolve issues in real time, and deliver a high-quality client experience - Troubleshoot and resolve common technical issues related to POS systems, payment devices, and peripherals - Guide clients through basic setup, updates, and everyday use of the platform - Accurately log all interactions and actions in CRM/ticketing systems - Escalate complex cases to Tier 2 with clear documentation and context - Identify recurring issues and share insights to improve processes, product, and knowledge base - Collaborate with internal teams (Support, QA, Training) to continuously improve service quality REQUIREMENTS - Availability for night shift (22:00 PM to 6:00 AM PL time) - Hybrid work model: 3 days per week in the Kraków office / 2 days remote (after probation) - Willingness to work weekends and public holidays - 1–3 years of professional experience in customer success, call center, or related roles - Fluent Polish and strong English communication skills (written and spoken), including phone communication with native U.S. clients, with the ability to explain concepts simply and clearly - Foundational troubleshooting and analytical skills for software and hardware environments - Basic understanding of system connectivity and networking fundamentals (Wi-Fi, IP configuration, Bluetooth pairing) - Customer-focused mindset with commitment to resolving issues efficiently and accurately - Detail-oriented and organized, with the ability to manage multiple priorities - Adaptable to new technologies, evolving processes, and a fast-paced team environment - Fluency in Spanish will be a strong advantage HERE’S A BIT ABOUT WHAT WE HAVE TO OFFER - Competitive pay: 6600-9800 PLN gross on CoE (plus bonus!) - Fully paid private healthcare in LuxMed - Access to the Worksmile platform with a monthly top-up - Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week - A laptop and essential work equipment provided by the company - New, modern, bright and comfortable office space in the city centre - Access to the company’s library - Great working atmosphere - Chill out room with a PlayStation and games - Free snacks and beverages in a kitchen - Company parties and social activities - Employee referral program - Relocation Package within Poland The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address: poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy. Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu: poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie: https://pl.spoton.com/privacy-and-cookies-policy. We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com http://spoton.com). If something seems suspicious, please contact us at careers@spoton.com. SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. Work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company.