Taking applicationsVoice Support·Posted 14h ago
Customer Support Specialist (Poland)
OptroVerified company
Poland
Pay
Not listed
Job type
Full-time · Remote
Hours
EU hours
Location
Poland
GermanEnglishMid level
About the role
A Tier 1 customer support role at a large SaaS GRC platform, handling client questions and technical troubleshooting over email, live chat and scheduled video sessions. It requires C1 German and English plus 3+ years of SaaS support experience, and the company requires you to physically live in Warsaw or Krakow, Poland, working 9 AM–6 PM British time.
What you'll do
- Answer client product functionality questions via email, live chat and live video sessions
- Provide technical troubleshooting and clear guidance on platform features
- Escalate issues and relay client feedback to engineering and product teams
- Use AI tools and internal knowledge bases to draft responses and summarize tickets
- Identify trends in client feedback and recommend improvements
What you'll need
- C1 / Advanced-High German and English proficiency
- Physical residence in Poland (Warsaw or Krakow)
- 3+ years SaaS / Tech Tier 1 customer support experience
- Ability to work 9 AM – 6 PM BST
- Strong problem-solving and empathy
- Excellent phone, email and online communication skills
- Bachelor's degree or equivalent experience
- Background check required
Skills
Technical troubleshootingSaaS product knowledgeEmail and live chat supportClear written and verbal communicationCross-functional collaborationAI support toolsZendesk (nice to have)Accounting and audit knowledge (nice to have)
Benefits
Monthly work from home allowanceCompetitive compensation & bonus programAnnual leave and holidaysStatutory coverage (location dependent)Employee resource groupsTeam and company-wide get-togethersCareer growth
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