Customer Support Specialist

Job description

Czym będziesz się zajmować?

- Day-to-day support of B2B clients — clear, professional and concrete communication.

- Receiving, organising and resolving tickets related to how the product works.

- Helping clients use the system: explaining features, processes and available options.

- Keeping track of case status and ensuring timely, consistent communication.

- Creating and updating the knowledge base, guides, checklists and response templates.

- Analysing recurring questions and problems and proposing product and process improvements.

- Coordinating client matters with the Product, Sales, Customer Success and Development teams.

- Travelling to events, conferences and client meetings, and representing the company.

- Preparing client reports based on the business data available in the system.

- Spotting risk signals in client relationships, as well as opportunities to grow them (up-sell, cross-sell).

Kogo poszukujemy?

Key requirements:

- At least one year of experience in Customer Support, B2B client service or Account Management at a SaaS company.

- Excellent written and verbal communication — professional yet natural, clear and concise.

- Ability to moderate client meetings and build a positive atmosphere.

- Ability to manage and de-escalate crises in difficult situations.

- Skill in building the company's image and authority among clients and colleagues.

- Ability to independently upsell services to LocalZen clients.

- Self-reliance, proactivity and a problem-solving mindset.

- Good work organisation and ability to handle several topics in parallel.

- Comfortable picking up the phone, asking follow-up questions and seeing a case through to the end.

- Technological fluency and ease working with new tools, including AI.

- Polish at native level.

- English at a minimum level of C1.

Nice to have:

- Familiarity with the Google ecosystem (Google Business Profile, Google Maps) and Apple Maps.

- Experience with a ticketing system or CRM (HubSpot, Intercom, Notion, ClickUp).

- Ability to write clear instructions, knowledge bases and educational materials for clients.

- Knowledge of Customer Experience, local marketing and SEO.

Czego wymagamy?

rok doświadczenia na podobnym stanowisku

Znajomości:

- Written communication

- Verbal communication

- SaaS

- Meetings

- Organization skills

- Problem-solving

- Proaktywność

- Customer support

- B2B client service

- Meeting moderation

Języki:

- Polski

- Angielski

Jakie warunki i benefity otrzymasz?

- 7.5k–9k PLN netto/m (B2B)

- B2B - Elastyczne godziny pracy (100%)

- Praca zdalna: W całości

- Pakiet medyczny, Pakiet sportowy

Kim jesteśmy?

Od 2005 r. tworzymy globalne platformy komunikacyjne w chmurze (CPaaS), które umożliwiają firmom budowanie i rozwijanie trwałych relacji z odbiorcami za pośrednictwem wielu kanałów:komunikacji: email, sms, push, komunikatory (OTT).