Client Support Specialist - Poland (German Bilingual)

Optro; Poland; On-site; PLN 60,000 - 90,000; Full time

Job summary

Optro, a fast-growing AI-powered GRC platform company, is seeking a German bilingual Client Support Specialist to join our team in Poland. You’ll be on the front lines, resolving technical issues, guiding clients, and ensuring an exceptional experience with our platform.

Ideal candidates combine 3+ years in Tier 1 SaaS support, strong German (C1) and English, and a knack for clear communication. Warsaw or Krakow residents preferred; EMEA hours apply.

Qualifications

• 3+ years SaaS / Tech Tier 1 Customer Support experience.
• Experience in technical support for SaaS/technology products is preferred.
• Bachelor's degree or equivalent education.

Responsibilities

• Resolve client issues: Respond to product questions and provide troubleshooting via email, chat, and video sessions.
• Be a product expert: Learn the platform to guide on features and functionality.
• Collaborate across teams: Work with engineering and product teams to escalate and feedback.
• Work with cutting-edge tools: Use AI tools and internal KBs to draft responses and summarize tickets.
• Advocate for the client: Identify feedback trends and suggest UX improvements.

Skills

German language

English language

Customer support

SaaS

Education

Bachelor's degree or commensurate

Tools

Zendesk

Job description

Who We Are

Having surpassed $300M ARR and continuing to grow, Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.comand Gartner Peer Insights.

At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

Why This Role is Exciting

Do you love solving problems and helping people? We're looking for a Client Support Specialist (German Bilingual) to join our team and help propel Optro to be the category-defining global platform for connected risk. In this role, you'll be on the front lines, connecting with clients, guiding them through technical challenges and ensuring they have an exceptional experience with the Optro platform.

Key Responsibilities

• Resolve client issues: Respond to client’s product functionality questions and provide technical troubleshooting through email, live chat, and scheduled live video sessions.
• Be a product expert: Learn our platform inside and out to provide clear, effective guidance on product features and functionality.
• Collaborate across teams: Work closely with our engineering and product teams to elevate issues and provide valuable client feedback, driving product improvement.
• Work with cutting-edge tools: Utilize our advanced AI tools and internal knowledge bases to quickly draft responses, summarize tickets, and identify key client issues. You'll be at the forefront of leveraging technology to provide faster, more accurate support.
• Advocate for the client: Identify trends in client feedback and proactively recommend changes that can improve their overall user experience.

What We're Looking For

• You're a natural problem-solver: You have a proven track record of diagnosing and resolving technical issues with a high degree of empathy and patience.
• You're an excellent communicator: You can explain complex technical concepts in a simple, easy-to-understand way, both in writing and on a call.
• You're driven to learn: You have a curious mindset and a passion for technology. You're eager to learn new things and adapt to new challenges.
• Experience in technical support: You have experience in a Tier 1 or similar support role, preferably for a SaaS or technology product.

Attributes for a Successful Candidate

• Target Locations: Poland (Specifically Warsaw or Krakow)
• Shift Parameters: EMEA Weekday Hours (9 AM – 6 PM British Standard Time)
• Core Non-Negotiables:
  • C1 / Advanced-High German & English proficiency (MUST)
  • Physical residence in Poland (Warsaw/Krakow) (MUST)
  • 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
  • Ability to work 9 AM – 6 PM BST shift (MUST)
• A natural self starter with the ability to analyze and troubleshoot in order to resolve problems quickly
• Excellent interpersonal, verbal and written communication skills, with emphasis on phone, email, and online communications
• Demonstrated ability to own cross-functional relationships with internal teams to drive issue resolution for customers
• Bachelor's degree or commensurate combination of education and experience

Nice to Have

• Accounting & Audit knowledge is a plus
• Familiarity with helpdesk ticketing system; Zendesk experience a plus
• C1 or Advanced French language proficiency as well.

Our Company Values

• Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.
• Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.
• Drive innovation: Create the future. Continuously improve what exists and invent what’s next.
• Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.
• Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.

We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.

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