Helpdesk Agent

Will You Help Us Bring the Future to the Table? We think you might. If you’re hungry to make an impact- to move quickly, build smart, and help shape the future of an entire industry- you might be exactly who we’re looking for. At Munu, we’re on a mission to transform how restaurants and bars run, grow, and thrive. We blend a deep love for food and tech with bold ambition — creating tools that simplify operations, elevate guest experiences, and empower hospitality teams to perform at their best. We move fast- and we mean it. We’d rather try something, learn from it, and improve, than sit on the fence for too long. You’ll feel that from day one. We challenge ideas, not people. We share wins. And because we work directly with restaurants every day, you’ll see the real-world impact of what you build. If you like what you read, pull up a chair. About The Role When a venue’s tills stop, the evening doesn’t wait. As a Helpdesk Agent at Munu, you’re the first voice restaurants and bars hear when something isn’t working, and your job is to get them back to trading, fast. You’ll handle first-line calls, tickets and chats from venues across Norway, Sweden, Denmark and Finland. You’ll solve what can be solved at first contact, escalate cleanly what can’t, and help reduce how many problems reach us in the first place. You’ll work closely with our Product Support & Quality Specialists, who pick up your escalations; our Account Managers, whose customers you’re helping; and our Hardware & Logistics Specialist, on hardware faults and replacements. Your Mission, Should You Choose to Accept It

• Answer and resolve first-line calls, tickets and chats from venues across our Nordic markets, getting it right at first contact wherever you can.
• Get to the real problem: establish what’s happening, how urgent it is for the customer’s service, and whether first line can fix it.
• Escalate a diagnosed problem, along with what you’ve already tried, rather than a forwarded message, and raise potential major incidents to the Helpdesk Manager without delay.
• Keep customers informed while an issue is being resolved by someone else.
• Help reduce what arrives: guide customers to our self-service and help content, and flag recurring questions and missing or incorrect help content, with evidence, to our specialists and Product Managers.
• Keep accurate ticket records in Zendesk and make handovers easy for colleagues to pick up.
• Work to a rota that follows the hours venues trade, which may include shifts outside normal office hours, plus occasional travel for team gatherings, training and venue visits.

You’ll Thrive in This Role If You…

• Stay calm and friendly with a customer whose venue can’t trade.
• Ask the right questions to find the real problem before acting.
• Own a case until it’s resolved or cleanly handed over.
• Write clear, accurate notes that a colleague can pick up without asking.
• Have experience in customer support or customer service (for example first-line support, retail or hospitality), including troubleshooting technical or operational problems for customers under time pressure.
• Have completed upper secondary education or a trade certificate, or at least 2 years of experience in customer service, customer support or hospitality.
• Have experience at Munu with at least one of: supporting Munu customers by phone, ticket or chat; Munu Cloud Core (MCC) or Munu POS as used in venues; Munu’s hardware (terminals, printers, kitchen displays or in-venue networks); or onboarding, training and go-lives of Munu customers.
• Communicate professionally in English, spoken and written. You’ll work across every function and with customers in several countries.
• Use approved AI tools in your daily work, check what they produce, and protect customer data.

Bonus points if you…

• Have worked in hospitality operations, such as a restaurant, bar or hotel.
• Have experience with POS or payment systems.
• Speak Norwegian and more than one Scandinavian language, since contacts come from venues across the Nordics.
• Know Zendesk and Munu’s escalation routines to second line.
• Have spotted recurring issues or gaps in help content and done something about it.
• Have built an AI-supported routine or tool that colleagues use.

What Success Looks Like

• Most of your contacts are resolved at first line, and they stay resolved.
• Customers get answers quickly, and they rate your service well. Speed only counts when customers are served well.
• Your escalations are accepted by second line first time, with nothing missing.
• Recurring questions get fewer, because customers know where to find help and gaps in help content get fixed.

What Makes This Opportunity Different

• You’ll grow with us. This role has real room to develop- into product support, implementation, or hardware and logistics, or towards handling our most complex contacts and helping train colleagues. You don’t need to have it all figured out from day one; we’ll help you get there.
• You’ll be part of a company with deep industry knowledge and a mission that matters- empowering hospitality teams with better tools.
• You’ll shape how a core business function is built- not just follow a playbook. We’re at a stage where your input genuinely changes how things work.
• You’ll work with smart, kind, ambitious people across the Nordics- the kind who disagree openly, share the credit, and don’t take themselves too seriously.
• You’ll have the freedom to test, fail, learn, and try again- with the support and tools to do your best work.

Who We Are Munu is a Norwegian scale-up rethinking how restaurants and bars operate- and thrive. Since 2016, we’ve helped over 2,000 hospitality venues run smarter with our Munu Cloud platform, integrating everything from POS and Booking to Inventory and Payments. Our customers range from local gems to national brands, and our reach is growing fast across the Nordics. Backed by strong investors and built by a team that lives and breathes hospitality, we’re committed to growing sustainably- without compromising trust, creativity, or simplicity. The best part? You’ll see the results of your work in the real world- in the restaurants and bars people actually love. At Munu, we empower our customers- and we empower our people. How we work matters just as much as what we achieve. Michelin-star ambition, kitchen-team spirit. We move fast and hold high standards, but we also give feedback with care, celebrate each other’s wins, and make sure the best idea wins regardless of where it comes from. If you’re curious about joining us, take a moment to read our Cultural Principles before you apply. They’ll give you a sense of who we are and the kind of culture you’ll be part of. Sound like the kind of place you’d do your best work? We’d love to hear from you. Let’s bring the future to the table, together.