Customer Service Agent - Call Center - Night Shift

SpotOn; Kraków; On-site; PLN 73,656 - 109,368; Full time

Benefits offered by this job

Private healthcare

Worksmile platform access

Lunch subsidies

Modern, central Kraków office

Relocation within Poland

Job summary

SpotOn in Kraków is seeking a Support Expert I to serve as the first contact for clients, delivering high-quality support across software and hardware. You will resolve issues in real time, guide setup, and log all interactions in CRM systems.

Ideal candidates have 1–3 years in customer support, fluent Polish and English, and are comfortable with night shifts and a hybrid schedule. You will collaborate with Software and Technical Support teams to continually improve service quality.

Qualifications

• 1–3 years in customer success, call center, or related roles.
• Fluent Polish and strong English communication (spoken and written).
• Willingness to work night shift (22:00–6:00 PL time).
• Hybrid model: Kraków office 3 days, 2 days remote after probation.
• Basic troubleshooting for software and hardware; networking fundamentals.
• Customer-focused mindset with multitasking and organization.

Responsibilities

• Primary phone-based customer support and issue resolution in real time.
• Troubleshoot POS systems, payment devices, and peripherals.
• Guide clients through setup, updates, and daily use of the platform.
• Log interactions in CRM/ticketing systems accurately.
• Escalate complex cases to Tier 2 with clear documentation.
• Identify recurring issues and share insights to improve processes.
• Collaborate with Support, QA, and Training teams to raise service quality.

Skills

Night shift

Customer support

English proficiency

Polish proficiency

Troubleshooting

Networking basics

Adaptable

Detail-oriented

Tools

CRM systems

Ticketing platforms

POS hardware basics

Wi-Fi & networking basics

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

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.