Simplify Logo

Full-Time

Enterprise Client Experience Specialist

Confirmed live in the last 24 hours

SpotOn

SpotOn

1,001-5,000 employees

Payment processing and customer engagement solutions

Consumer Software
Fintech

Senior, Expert

Detroit, MI, USA

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Communications
Salesforce
Customer Service
Requirements
  • 5+ years of experience in a customer support or technical support role, preferably in an enterprise environment.
  • Experience with Salesforce and Jira.
  • Strong problem-solving abilities and technical troubleshooting skills.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Proficiency in Point of Sale, payments, networking, and customer service.
  • Experience working with enterprise-level clients.
  • Familiarity and/or experience with restaurant operations.
Responsibilities
  • Provide expert-level support to enterprise clients via phone, email, and chat, resolving issues related to Restaurant Point of Sale.
  • Diagnose, troubleshoot, and resolve complex technical issues, coordinating with internal teams when necessary.
  • Maintain clear and effective communication with clients throughout the resolution process, providing regular updates and ensuring a positive experience.
  • Accurately document client interactions, issues, and resolutions in the support system to maintain comprehensive records.
  • Identify and escalate critical issues to appropriate internal teams, ensuring prompt and effective resolution.
  • Participate in continuous improvement initiatives by identifying areas for enhancement in the support process and client experience.
  • Stay up-to-date with the latest product/service updates and best practices. Share knowledge and insights with peers and clients.
  • Some travel may be required to meet with clients, and attend workshops or training sessions.

SpotOn provides payment processing solutions specifically designed for small businesses, including restaurants, retail stores, and service providers. Their products include a suite of integrated customer engagement tools that help businesses receive payments quickly, boost revenue, and enhance operational efficiency. SpotOn's technology platform offers comprehensive digital solutions that simplify business management and growth. Unlike many competitors, SpotOn emphasizes exceptional 24/7 customer service and offers a consumer-facing app that connects customers with merchants for deals, loyalty rewards, and appointment bookings. The company's goal is to empower small businesses with effective tools to streamline their payment processes and improve customer interactions.

Company Stage

Series F

Total Funding

$954.8M

Headquarters

San Francisco, California

Founded

2010

Growth & Insights
Headcount

6 month growth

2%

1 year growth

5%

2 year growth

10%
Simplify Jobs

Simplify's Take

What believers are saying

  • SpotOn's recognition by Fast Company as one of the Most Innovative Companies in Dining underscores its industry leadership and potential for growth.
  • The introduction of AI-driven tools like Marketing Assist can significantly enhance operational efficiency and customer engagement for small businesses.
  • Being named one of the Best Places to Work by BuiltIn indicates a positive work environment, which can attract top talent and drive further innovation.

What critics are saying

  • The highly competitive nature of the payment processing and restaurant technology markets could pressure SpotOn to continuously innovate to maintain its edge.
  • The company's focus on small businesses, while a strength, may also limit its market reach compared to competitors targeting larger enterprises.

What makes SpotOn unique

  • SpotOn's focus on small businesses, particularly in the restaurant sector, sets it apart from competitors who target broader markets.
  • The company's 24/7 customer support and high user adoption rates, as recognized by G2, highlight its commitment to customer satisfaction.
  • SpotOn's innovative features like the AI-enabled Marketing Assist and Seat & Send waitlist feature demonstrate its dedication to technological advancement in the restaurant industry.

Benefits

Medical, Dental and Vision Insurance

401k with company match

RSUs

Paid vacation, holiday and sick time

Headspace membership

Home office equipment

Monthly cell phone and internet stipend

Unlimited access to virtual audio and visual workouts

Subscription to Linkedin Learning

Tuition reimbursement