Client Support Specialist - Poland (German Bilingual)

optro; Polska; Hybrid; PLN 66,000 - 120,000; Full time

Benefits offered by this job

Monthly work from home allowance

Benefits package

Bonus program

Annual leave

Employee resource groups

Team events

Job summary

Optro is seeking a Client Support Specialist (German bilingual) to join our team in Poland. You will guide clients through technical challenges and ensure an exceptional experience with the Optro GRC Intelligence Platform.

You’ll resolve issues via email, live chat, and scheduled sessions, becoming a product expert and collaborating with engineering to drive improvements. Strong German (C1) and English skills, plus 3+ years in SaaS support, are required.

Qualifications

• Bachelor's degree or equivalent is required or commensurate combination of education and experience.
• 3+ years SaaS/tech Tier 1 customer support experience (must).
• German (C1/Advanced) and English proficiency (MUST).

Responsibilities

• Respond to client issues and provide technical troubleshooting via email, live chat, and calls.
• Learn the Optro platform to offer clear guidance on features and functionality.
• Collaborate with engineering and product teams to escalate and resolve issues.
• Draft timely responses using AI tools and knowledge bases to improve support speed and accuracy.
• Identify trends in feedback to drive product and UX improvements.

Skills

German proficiency

English proficiency

Problem solving

Communication skills

SaaS support experience

Education

Bachelor's degree or equivalent

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.com and Gartner Peer Insights.

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.

Perks (PEO locations: Poland, Netherlands, Singapore, UAE)

• Launch a career at one of the fastest-growing SaaS companies in North America and EMEA!
• Monthly work from home allowance - varies by location
• Benefits depend on location but include statutory coverage
• Competitive compensation & bonus program
• Annual leave and holidays
• Employee resource groups
• Opportunities for team and company-wide get-togethers!

*perks may vary based on eligibility/location

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.

#LI-Remote