Customer Service Agent - Night 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.

On a daily basis, you will:

• Work from 22:00 PM to 6:00 AM Polish time including weekends and bank holidays
• Respond promptly to client inquiries through multiple communication channels, including: phone, email, and/or chat, in a courteous and professional manner
  • Backlog & Inbox Management
  • First Time Resolution
  • Quality Assurance
  • Additional Training
  • Call Avoidance
  • CSAT Detractors
• Qualifying metrics/criteria
• Provide accurate and effective solutions to clients, account executives, & other team member's issues, complaints, and inquiries
• Document all client interactions and transactions accurately in the database system (backlog & inbox management)
• Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
• Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion
• Maintain and upkeep knowledge of SpotOn products, services, and policies

What skill are we searching for?

• 1-3 years of experience working in a call center, customer service environment, Restaurant or related field
• Excellent verbal and written English communication skills to appropriately manage both internal and external partner relationships
• Ability to work in hybrid mode: 3 days per week from the office in Kraków, 2 days per week remote work (after probation period)
• Strong problem-solving and critical thinking skills
• Experience with conflict resolution management techniques is highly preferred
• Excellent soft skills and diplomacy to effectively de-escalate quickly
• Ability to work under pressure and handle multiple tasks simultaneously
• Familiar with internal software applications such as CRM’s, Salesforce, Talkdesk
• Finance, payment, or customer service-related industry experience desired
• Any experience working in a retention role where a persuasive attitude, excellent customer relationship skills, and a passion for meeting goals was rewarded
• Able to create long-lasting bonds with clients and colleagues.

Perfect candidate also has:

• Verbal and written Spanish communication skills
• Previous restaurant experience is a plus

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

• Competitive pay: 6600-9800 PLN gross on CoE (plus bonus!)
• Access to e-learning platforms
• 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 
• A lot of free parking spots around the office
• 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 ab