Customer Service Agent - Afternoon Shift
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 (Fall 2025), 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 afternoon shift (14:00–22:00 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
Here’s a bit about what we have to offer
Competitive pay: 5500-8200 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