Customer Support Specialist (USA Hours)

Role overview Help customers use a business software platform by answering product questions and troubleshooting technical issues. You’ll handle support across written channels and scheduled video calls, and work with product and engineering colleagues to resolve complex problems and improve the customer experience.

Responsibilities - Respond to product questions and troubleshoot issues through email, live chat, and scheduled video sessions. - Build detailed knowledge of platform features so you can give clear, accurate guidance. - Escalate issues to product and engineering teams, sharing customer context and feedback. - Use AI-assisted tools and internal knowledge resources to draft replies, summarize cases, and spot recurring issues. - Identify patterns in customer feedback and suggest improvements to the product or support experience.

Requirements - At least three years of Tier 1 customer support experience in SaaS or technology. - Advanced English proficiency (C1 or equivalent) and strong written, verbal, and interpersonal communication skills. - Current residence in Warsaw or Krakow, Poland, and availability to work weekday hours from 9 a.m. to 6 p.m. Pacific Time. - Demonstrated ability to investigate technical problems, communicate patiently and empathetically, and take ownership through resolution. - Experience building effective working relationships across teams; a bachelor’s degree or equivalent combination of education and experience.

Nice to have - Knowledge of accounting or audit practices. - Familiarity with help desk ticketing systems; experience with Zendesk is useful. - Advanced French proficiency.

Benefits and work setup The role is remote. Depending on location and eligibility, benefits may include a monthly home-working allowance, statutory coverage, paid leave and holidays, a compensation and bonus program, employee groups, and team gatherings.