Taking applicationsVoice Support·Posted 15h ago
Customer Support Specialist (USA Hours)
OptroVerified company
Poland
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
Poland
EnglishMid level
About the role
A client/technical support role for Optro's GRC platform, handling email, live chat, and scheduled video sessions for SaaS customers. It requires living in Warsaw or Krakow, C1 English, 3+ years of Tier 1 SaaS support, and working 9 AM–6 PM Pacific time.
What you'll do
- Respond to client product functionality questions
- Provide technical troubleshooting via email, live chat, and scheduled video sessions
- Learn the platform to guide clients on features and functionality
- Escalate issues and share client feedback with engineering and product teams
- Use AI tools and knowledge bases to draft responses and summarize tickets
- Identify client feedback trends and recommend improvements
What you'll need
- Physical residence in Poland (Warsaw or Krakow)
- C1 / Advanced-High English proficiency
- 3+ years SaaS / Tech Tier 1 Customer Support experience
- Ability to work 9 AM – 6 PM PT
- Strong problem-solving and troubleshooting skills
- Excellent written and verbal communication
- Bachelor's degree or equivalent combination of education and experience
Skills
Technical troubleshootingEmail supportLive chat supportLive video supportProduct expertiseAI support toolsCross-team escalationClient advocacy
Benefits
Monthly work from home allowanceStatutory coverage depending on locationCompetitive compensation and bonus programPaid time off and holidaysEmployee resource groupsTeam and company-wide get-togethersCareer growth at a fast-growing SaaS company
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