Client Support Specialist - Poland - (PT Hours)

Role overview A part-time client support role focused on helping enterprise customers succeed with a SaaS platform used for audit, risk, ESG, and InfoSec workflows. You'll handle frontline technical questions across email, live chat, and scheduled video sessions, while serving as the voice of the customer inside the organization. The position is based in Poland, ideally Warsaw or Krakow, and follows EMEA weekday hours aligned to British Standard Time.

Responsibilities - Respond to product functionality questions and troubleshoot technical issues through email, live chat, and scheduled video sessions - Build deep platform expertise to give clear, effective answers about features and capabilities - Escalate complex issues to engineering and product teams, sharing client feedback to influence improvements - Use AI-assisted tools and internal knowledge bases to draft responses, summarize tickets, and surface recurring problems faster - Spot trends in customer feedback and proactively recommend changes that enhance the user experience

Requirements - C1 / Advanced-High English proficiency, written and spoken - Physical residence in Poland, ideally Warsaw or Krakow - Three or more years of experience in Tier 1 SaaS or technology customer support - Ability to work EMEA weekday hours, 9 AM – 6 PM British Standard Time - Strong problem-solving instincts with the ability to diagnose issues quickly and patiently - Excellent written and verbal communication across phone, email, and online channels, plus a bachelor's degree or equivalent experience

Nice to have - Background or familiarity with accounting and audit concepts - Hands-on experience with helpdesk ticketing tools such as Zendesk - C1 or advanced French language proficiency