Client Support Specialist - Poland

Role overview A bilingual client support specialist serving as the front line for a SaaS governance, risk, and compliance platform. The role responds to product and technical questions, troubleshoots issues across multiple channels, and turns client feedback into product improvements. It is a remote EMEA-hours position for candidates based in Poland.

Responsibilities - Resolve client issues by responding to product functionality questions and providing technical troubleshooting via email, live chat, and scheduled live video sessions - Build deep platform expertise to deliver clear, effective guidance on features and functionality - Work closely with engineering and product teams to escalate issues and share client feedback that drives platform improvement - Use AI tools and internal knowledge bases to draft responses, summarize tickets, and surface recurring client issues - Advocate for clients by spotting trends in feedback and proactively recommending changes that improve the user experience

Requirements - C1 / Advanced-High proficiency in both German and English (required) - Physical residence in Poland, specifically Warsaw or Krakow (required) - 3+ years of SaaS or technology Tier 1 customer support experience (required) - Ability to work a 9 AM to 6 PM British Standard Time shift on EMEA weekdays (required) - Self-starter with strong analytical and troubleshooting skills - Excellent interpersonal, verbal, and written communication across phone, email, and online channels - Demonstrated ability to own cross-functional relationships with internal teams to drive issue resolution - Bachelor's degree or commensurate combination of education and experience

Nice to have - Accounting and audit knowledge - Familiarity with helpdesk ticketing systems; Zendesk experience a plus - C1 or Advanced French language proficiency

Benefits and work setup - Monthly work-from-home allowance (varies by location) - Statutory benefits depending on location - Competitive compensation and bonus program - Annual leave and holidays - Employee resource groups - Opportunities for team and company-wide gatherings