{"id":"u94u509658","title":"Software Support Expert I","posted_at":"2026-03-02T16:25:39.000Z","apply_url":"https://jobs.ashbyhq.com/spoton/2ac335b8-0d6a-4469-b129-32c6f5f7baef/application","locations":["Mexico City, Mexico"],"employment_type":"full_time","workplace_type":"hybrid","seniority_level":"entry","description_language":"en","source_name":"ashby","source_url":"https://jobs.ashbyhq.com/spoton/2ac335b8-0d6a-4469-b129-32c6f5f7baef","salary":{"min":16750,"max":23417,"currency":"USD","period":"year","display":"$16,750–$23,417"},"job_summary":null,"job_description":null,"description_text":"About SpotOn\n\nWe’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.\n\n- Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users\n- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users\n- Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running\n\nWe 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.\n\n## Position Objective\n\nThe Software Support Expert I provides friendly, knowledgeable, and efficient software support, acting as a trusted client advocate. This role ensures timely issue resolution, clear communication, and a seamless experience, helping clients get the most value from our products.\n\n## Responsibilities\n\nProcess Optimization\n\n- Follow Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and internal checklists to ensure consistent software support.\n- Identify and report software-related process gaps or recurring issues to support continuous improvement.\n- Review case outcomes to ensure accuracy, consistency, and adherence to documented workflows.\n\nSoftware Support & Troubleshooting\n\n- Provide knowledgeable support on software features, workflows, and functionality.\n- Guide clients through step-by-step software processes to resolve usage questions.\n- Escalate software issues beyond standard workflows when necessary.\n\nClient Advocacy & Communication\n\n- Act as a trusted client advocate, ensuring seamless case management and timely resolution of software-related inquiries.\n- Educate clients on software best practices, features, and self-service resources.\n- Communicate clearly with clients to simplify complex software concepts.\n\nOperational Excellence & Collaboration\n\n- Manage multiple software-related cases while maintaining service quality and responsiveness.\n- Document client interactions accurately in CRM and support tools (e.g., Salesforce).\n- Collaborate with team members to share knowledge and improve software support processes.\n\n## Skills & Knowledge\n\n- Customer Focus: Demonstrated commitment to delivering an exceptional client experience.\n- Technical Proficiency: Working knowledge of software, hardware, and system integrations.\n- Communication: Clear and professional communicator with both technical and non-technical audiences.\n- Problem-Solving: Strong analytical and troubleshooting skills.\n- Adaptability: Thrives in dynamic, fast-paced environments with evolving technology.\n- Organization: Skilled in multitasking and maintaining thorough documentation.\n- Support: Experience providing customer or technical support, preferably in SaaS or POS environments, with proven success resolving issues and managing client relationships.\n\n## Previous Experience\n\n- 1 year of professional experience in customer success or related roles.\n- Experience in fintech or SaaS environments preferred.\n\n## Education / Professional Training\n\n- A high school diploma or GED is required.\n- An Associate degree in Computer Science, Information Systems, Business Management, Communications, Hospitality, or a related field is preferred.\n- An equivalent combination of education and experience may be considered.\n\n## Languages & Level of Proficiency\n\n- Fluent in English and Spanish (written and verbal).\n- Additional languages are preferred but not required.\n\nWhat We Offer:\n\n- Base Salary: $18,250.00 MXN + Performance Bonus: $3,660.00 MXN\n- Food Vouchers: $1,500.00 MXN per month\n- Comprehensive Benefits: Law benefits, SGMM, Dental Insurance, Life Insurance\n- Work-Life Balance: Two days off per week\n- Perks: Total Pass (gym membership), Career Development & Growth Opportunities\n\nThis role is ideal for a tech-savvy professional who enjoys problem-solving, customer interaction, and working in a fast-paced support environment.\n\nWe will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com). If something seems suspicious, please contact us at careers@spoton.com.\n\nSpotOn 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.\n\nSpotOn is an E-Verify company.","visa_sponsorship":null,"experience_years_min":null,"job_address":null,"job_city":null,"job_state":null,"job_country":null,"location_lat":19.4296938,"location_lng":-99.16068589999999,"closed_at":null,"apply_with_ai_eligible":true,"keywords":["collaboration","Point-of-Sale","documentation","communication","relationships","Collaborate","performance","AI-powered","Salesforce","efficient","workflows","hardware","business","accuracy","customer","internal","fintech","Growth","email","SaaS","CRM","AI"],"company":{"name":"SpotOn","slug":"spoton","logo_url":"https://img.logo.dev/spoton.com?token=pk_fWx5G5QrQMm-0Ud8BW3mBg&size=64&format=png","description":"SpotOn provides point-of-sale software, payment processing, and business management tools for restaurants, bars, and small businesses.","website_url":"https://spoton.com","linkedin_url":"https://www.linkedin.com/company/spoton","glassdoor_url":"https://www.glassdoor.com/Overview/Working-at-SpotOn-EI_IE504721.11,17.htm","x_url":null,"instagram_url":"https://www.instagram.com/spoton","youtube_url":null,"github_url":"https://github.com/spotoninc","huggingface_url":null,"tiktok_url":null,"crunchbase_url":"https://www.crunchbase.com/organization/spoton","facebook_url":"https://www.facebook.com/SpotOn","employee_count_range":"1001-5000","employee_count":null,"founded_year":2017,"headquarters":{"address":"100 California St, 9th Floor, San Francisco, CA 94111, United States","city":"San Francisco, CA","country":"US","lat":37.7879363,"lng":-122.4075201},"industry":"fintech","company_type":"startup","total_funding_usd":923000000,"locations":["Allentown, PA","Asheville, NC","Augusta, GA","Austin, TX","Baltimore, MD","Baton Rouge, LA","Bengaluru","Bengaluru, India","Benicia, CA","Bethesda, MD","Biloxi, MS","Bowling Green, KY","Brooklyn, NY","Calabasas, CA","Central City, PA","Charlotte, NC","Chattanooga, TN","Chicago, IL","Cincinnati, OH","Columbus, SC","Corona, CA","Corpus Christi, TX","Denver. 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View role details and apply on Worklittle.","datePosted":"2026-03-02T16:25:39.000Z","validThrough":"2026-04-01T16:25:39.000Z","url":"https://worklittle.com/jobs/u94u509658","directApply":true,"hiringOrganization":{"@type":"Organization","name":"SpotOn","sameAs":"https://spoton.com","logo":"https://img.logo.dev/spoton.com?token=pk_fWx5G5QrQMm-0Ud8BW3mBg&size=64&format=png"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","streetAddress":"100 California St","addressLocality":"Mexico City","addressRegion":"Mexico","postalCode":"94111","addressCountry":"MX"}},"employmentType":"FULL_TIME","identifier":{"@type":"PropertyValue","name":"SpotOn","value":"u94u509658"},"baseSalary":{"@type":"MonetaryAmount","currency":"USD","value":{"@type":"QuantitativeValue","minValue":16750,"maxValue":23417,"unitText":"YEAR"}}}}