Support Associate (Full-Time)

Role overview A full-time, fully remote customer support position within a multinational on-demand delivery platform's support division. The role centers on helping customers, couriers, restaurants, and retail partners through live chat, email, and phone, while maintaining clear service quality standards in a fast-moving environment.

Responsibilities - Respond to incoming contacts from customers and partners across live chat, email, and phone channels in Polish - Follow established support processes and team standards to resolve cases within defined service-level targets - Manage time and task priorities across a high volume of routine and varied inquiries - Proactively suggest improvements that increase the speed and quality of customer service - Track and discuss personal KPIs such as CSAT, response time, and quality with the team lead on a recurring basis

Requirements - Native or fluent Polish and working proficiency in English at B2 level - Availability to work a 40-hour week on rotating shifts, including mornings, evenings or nights, and weekends (most shifts during the first two months fall between 12:00 and 02:00) - Comfort with repetitive, routine tasks and the ability to stay calm under time pressure - Strong interpersonal skills, including the ability to deal empathetically with frustrated or escalated customers - Quick learner who can handle multiple tasks in parallel and thrives in a dynamic, youthful team

Nice to have - Prior customer-facing or contact-center experience - Solution-oriented mindset with examples of process improvements - Stress resilience and composure in conflict situations

Benefits and work setup - Permanent employment contract with a gross monthly salary range of 4,919–6,149 PLN for full-time work - Night-shift allowance for hours worked between 22:00 and 06:00 - Fully remote work with all required equipment provided - Paid onboarding period - Cafeteria system with monthly points usable on a Multisport card and other perks, 26 vacation days, a paid birthday day off, and voluntary private medical and psychological care through a partner insurer for a symbolic monthly fee - Long-term savings program and employee assistance with 24/7 multilingual counselling for staff and dependents - Credits usable on the delivery app and a global parental leave policy that tops up statutory provisions to 100% pay for up to 16 weeks