Customer Support Specialist

• Respond to clients' product functionality questions
• Provide technical troubleshooting through email, live chat, and scheduled live video sessions
• Learn the Optro platform and provide guidance on product features and functionality
• Collaborate with engineering and product teams to escalate issues
• Provide client feedback to drive product improvement
• Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues
• Identify trends in client feedback and recommend improvements to the user experience

• C1 / Advanced-High German & English proficiency (MUST)
• Physical residence in Poland, preferably Warsaw or Krakow (MUST)
• 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
• Ability to work 9 AM – 6 PM BST shift (MUST)
• Proven track record of diagnosing and resolving technical issues with empathy and patience
• Ability to explain complex technical concepts simply, in writing and on calls
• Curiosity and passion for technology; willingness to learn and adapt
• Excellent interpersonal, verbal, and written communication skills
• Demonstrated ability to own cross-functional relationships with internal teams
• Bachelor's degree or commensurate combination of education and experience
• Accounting & Audit knowledge is a plus
• Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
• C1 or Advanced French language proficiency is a plus
• Background checks are required
• Legally authorized to work in Poland

• Monthly work from home allowance - varies by location
• Benefits depend on location but include statutory coverage
• Competitive compensation & bonus program
• Annual leave and holidays
• Employee resource groups
• Opportunities for team and company-wide get-togethers