Customer Service Representative

Customer Service Representative

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.

Job Summary

The Software Expert provides technical support and customer assistance for restaurant management software, billing, menu catalogs, delivery services, and account maintenance. This role requires a mix of technical expertise, problem-solving, and excellent customer service skills to ensure quick and effective issue resolution.

Work Schedule

We are looking for candidates with scheduling flexibility to support our business operations (running from 6:00 a.m. to 11:00 p.m.). Initial shifts for this role may include:

• 7:00 a.m. – 4:00 p.m.
• 11:00 a.m. – 8:00 p.m.

Please note that all schedules are based on operational needs and may be modified with advance notice. We encourage you to discuss current shift availability with your recruiter.

Key Responsibilities

Customer Advocacy & Communication

• Listen actively and respond empathetically to customer concerns.
• Maintain professionalism and clarity in written and verbal communication.
• Handle conflicts effectively and ensure customer satisfaction.

Collaboration & Teamwork

• Work with internal teams (support, sales, product) to resolve issues.
• Assist and guide team members as a subject matter expert.

Technical Support & Troubleshooting

• Provide basic tech troubleshooting for software, connectivity, and account access.
• Guide customers through troubleshooting steps clearly and effectively.
• Escalate complex issues when necessary.

Product & Process Knowledge

• Understand the company's products, features, and policies.
• Educate customers on best practices and self-service options.

Customer Service & Call Handling

• Manage inbound calls professionally, ensuring quick and effective resolutions.
• Maintain a positive tone and strive for first-call resolution.

Problem-Solving & Critical Thinking

• Diagnose root causes of issues and provide long-term solutions.
• Think creatively to solve complex customer problems.

Multitasking & Organization

• Prioritize tasks, manage multiple cases, and meet service expectations.
• Maintain accurate records of customer interactions and resolutions.

System & Tool Proficiency

• Use CRM systems, ticketing tools, and knowledge bases efficiently.
• Stay updated on system improvements and new features.

Ownership & Accountability

• Take full responsibility for customer issues, ensuring resolution and follow-ups.
• Commit to high-quality service and continuous improvement.

Ideal Candidate Skills

Strong communication & interpersonal skills Technical troubleshooting & problem-solving ability Customer-focused mindset with a proactive approach Ability to multitask and work efficiently under pressure Experience with support tools (e.g., Salesforce, helpdesk software)

What We Offer:

• Base Salary: $18,250.00 MXN + Performance Bonus: $3,660.00 MXN
• Food Vouchers: $1,500.00 MXN per month
• Comprehensive Benefits: Law benefits, SGMM, Dental Insurance, Life Insurance
• Perks: Total Pass (gym membership), Career Development & Growth Opportunities

This role is perfect for someone passionate about software support, customer service, and problem-solving in a dynamic environment.