Client Experience Manager

SpotOn is a cutting-edge software company dedicated to redefining the merchant services industry. SpotOn combines payment processing with customer engagement and business management solutions, giving small and medium businesses the data and tools they need to run and grow their business. Our tools increase revenue and connect businesses with their customers using rewards, deals, online reviews, website building, and data analytics. Tools like these were previously only available to big businesses with big bankrolls and their own developers, but our platform caters to neighborhood stores, independent retailers, and other small to midsize businesses. We have our service deployed in many cities across the U.S. and Mexico.

On a daily basis, you will:

• Provide strategic guidance and leadership for shared services operations, striving for optimal performance based on predefined metrics, customer satisfaction and quality assurance evaluations.
• Collaborate with executive leadership to align customer experience strategies with overall business objectives and ensure their successful implementation.
• Contribute to the development and implementation of comprehensive customer experience strategies, focusing on exceeding client expectations and enhancing service levels.
• Analyze customer feedback and market trends to identify opportunities for improving the client experience and distinguishing our brand.
• Work closely with cross-functional teams, including senior leadership, training, workforce management (WFM), and quality assurance (QA), to coordinate efforts and deliver a consistent and exceptional customer service experience.
• Communicate the business strategy to team members, hold regular team meetings, and provide updates on company policies, procedures, and product enhancements.
• Oversee workload distribution, ensuring efficient call handling during outages or staff shortages, and address call escalations as needed to maintain exceptional client satisfaction.
• Collaborate on staffing and scheduling recommendations provided by WFM, ensuring optimal resource allocation to meet service level agreements and maintain high customer service standards.
• Support disciplinary action meetings and performance improvement plans when necessary, fostering a culture of accountability and continuous improvement.
• Promote a customer-centric culture throughout the organization, leading by example and inspiring the team to deliver exceptional service at every touchpoint.
• Foster a positive and engaging work environment, encouraging professional growth and development opportunities for team members.
• Stay informed about industry trends, best practices, and emerging technologies, especially those relevant to the restaurant world, to drive innovation and enhance the client experience.
• Perform any other duties as assigned by executive leadership to support overall business objectives.

What skill are we searching for?

• Minimum of three to five years of experience in customer experience management, with a preference for candidates who have worked in the restaurant industry, and a focus on leadership and managerial responsibilities.
• Demonstrated ability to drive customer experience excellence and achieve results in call center operations, with an understanding of restaurant-specific customer expectations.
• Strong strategic thinking and problem-solving abilities, with the capacity to navigate business challenges and propose solutions.
• Effective leadership skills, with a history of motivating teams to achieve performance goals.
• Excellent organizational and time management capabilities, with the ability to manage multiple priorities and meet deadlines.
• Knowledge of customer service principles and practices, along with a deep understanding of restaurant industry trends and best practices.
• Proficiency in data analysis and reporting, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively.
• Experience with project management and leading initiatives.

Here’s a bit about what we have to offer:

• Competitive pay: 19000 - 22000 PLN gross on CoE
• Possibility to earn in USD (American dollars)
• Training budget 3500 PLN gross per year
• Access to e-learning platforms (O’Reilly, LinkedIn Learning)
• Fully paid private healthcare in LuxMed
• Access to the Worksmile platform with a monthly top-up 
• Company free breakfasts/lunches in the office once a week
• Group English classes with a native speaker
• Flexible working hours
• New, modern, bright and comfortable office space in the city centre