AI-Driven Customer Support Engineer — Hybrid & Global

Atlas Metrics; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Meal vouchers

Free snacks & coffee

Yoga classes

Parental leave

Job summary

LumApps is seeking a customer support specialist to join our global team. You will handle requests via email or tickets, diagnose issues, and help customers leverage our platform’s features. The role emphasizes empathy, autonomy, and clear communication in French and English.

Join a hybrid team with offices in Krakow and other cities, contributing to ongoing AI-driven improvements and proactive customer success initiatives.

Qualifications

• Organizational skills and attention to detail.
• Good interpersonal skills, impeccable spelling, clear and structured written expression.
• Overflowing empathy, to understand and respond to customers' technical questions and problems. Proven autonomy.
• Team spirit.
• Fluent in French (C2) & English (B2), both written and spoken.
• Knowledge of Gsuite/ solutions is a plus.
• Knowledge of Python programming language is a plus.
• REST API knowledge is a plus.

Responsibilities

• Respond to customer requests accurately and diligently via email or ticket.
• Organize and conduct remote sessions to diagnose and identify product defects.
• Identify customer needs and help customers understand/use the platform's features.
• Be able to test, locate a problem, and reproduce product features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests to the right teams when needed.
• Follow up with Premium Support customers as a privileged point of contact.
• Participate in AI transition and growth by adopting automation solutions.
• Ensure customer follow-up to confirm issues are resolved.
• Update internal databases with technical issues and use cases.

Skills

Organizational skills

Interpersonal skills

Empathy

Team spirit

French & English fluency

Gsuite

Python

REST API

Tools

GSuite

Python

REST API

Job description

LumApps is seeking a customer support specialist to join our global team. You will handle requests via email or tickets, diagnose issues, and help customers leverage our platform’s features. The role emphasizes empathy, autonomy, and clear communication in French and English.

Join a hybrid team with offices in Krakow and other cities, contributing to ongoing AI-driven improvements and proactive customer success initiatives.