Customer & Supplier Support Pro (SaaS, Zendesk)

Fairmarkit; Polska; Hybrid; PLN 60,000 - 80,000; Full time

Job summary

Fairmarkit Poland is seeking a Customer and Supplier Support Specialist to join our team. You will triage tickets in Zendesk, provide first-line assistance, and escalate issues to Customer Success, Engineering, and Product as needed.

You will diagnose issues, contribute to knowledge base, and communicate clearly with customers and suppliers. The role requires 1–3 years in SaaS support, strong English, and Russian language skills, with a CET overnight schedule.

Qualifications

• 1–3 years in a technical support or customer service role (preferably in SaaS or enterprise software).
• Strong English proficiency is required; proficiency in Russian is also necessary for collaboration with the engineering team.
• Experience using Zendesk or similar support ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally with Customer Success, Engineering, and Product teams.
• Familiarity with procurement, supplier engagement, or SaaS solutions is a plus.

Responsibilities

• Ticket Management: Monitor, triage, and respond to customer and supplier inquiries through Zendesk, ensuring timely resolution.
• Issue Troubleshooting: Diagnose issues, provide solutions or workarounds, escalate complex cases to appropriate teams.
• Cross-Functional Coordination: Collaborate with Customer Success, Engineering, and Product to resolve issues efficiently.
• Knowledge Base Contribution: Identify recurring issues and improve self-service documentation.
• Customer and Supplier Communication: Provide clear, professional responses to tickets.
• Process Improvement: Identify trends and suggest ways to improve response times and resolutions.
• Back-Office Initiatives: Lead data analysis, trend tracking, and deep dives to support teams.

Skills

English proficiency

Russian proficiency

Zendesk experience

Troubleshooting

Communication skills

Cross-functional collaboration

Procurement familiarity

Tools

Zendesk

Job description

Customer and Supplier Support Specialist

Poland

Fairmarkit is the #1 autonomous sourcing platform revolutionizing the way all organizations buy & sell. Fairmarkit equips procurement teams with automation, AI, and GenAI so they can source more competitively at scale. Our solutions for tail spend and strategic sourcing help innovative procurement teams reduce cycle times, drive out costs, meet ESG/Diversity targets, and provide a better stakeholder experience to internal partners and suppliers. Fairmarkit has been recognized with awards by organizations such as Gartner and IDC, and is backed by strategic investors like Notable Capital, Insight Partners, 1984.VC , and Newfund.

We are looking for a Support Specialist to join our team and play a critical role in managing customer and supplier support requests. This individual will work primarily within Zendesk, triaging incoming support tickets, providing first-line assistance, and escalating issues as needed to cross-functional teams, including Customer Success, Engineering, and Product.

Key Responsibilities

• Ticket Management: Monitor, triage, and respond to customer and supplier support inquiries through Zendesk, ensuring timely and effective resolution.
• Issue Troubleshooting: Diagnose common technical issues, provide solutions or workarounds, and escalate complex cases to the appropriate teams.
• Cross-Functional Coordination: Work closely with Customer Success, Engineering, and Product teams to escalate and resolve critical issues efficiently.
• Knowledge Base Contribution: Identify recurring issues and help improve self-service documentation to enhance customer and supplier experience.
• Customer and Supplier Communication: Provide clear, professional, and empathetic responses to customers and suppliers regarding their support tickets.
• Process Improvement: Identify trends in support inquiries and suggest process optimizations to improve response times and ticket resolution.
• Back-Office Initiatives: Lead and contribute to internal projects such as data analysis, trend tracking, and investigative deep dives to support cross-functional teams and enhance the overall customer and supplier experience.

Qualifications & Skills

• 1-3 years of experience in a technical support or customer service role (preferably in SaaS or enterprise software).
• Language Proficiency: Strong English proficiency is required, as all customer and supplier support is conducted in English. Proficiency in Russian is also necessary to effectively collaborate with our engineering team during onsite discussions.
• Experience using Zendesk or similar support ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally withCustomer Success, Engineering, and Product teams.
• Familiarity with procurement, supplier engagement, or SaaS solutions is a plus.

What we’re looking for

We’re searching for someone who not only has a customer-first mindset but also brings strong interpersonal skills to the table. To succeed in this role, you should have:

• Excellent verbal and written communication skills.
• High level ofempathy and the ability to connect with different types of people.
• Strong problem-solving and critical thinking abilities.
• Patience and a calm, professional attitude under pressure.
• Ability to actively listen and understand customer needs.
• A flexible and adaptable approach to changing situations.
• Great time management and organizational skills.
• A collaborative and positive team player mindset.
• Capacity to handle stress and stay focused in a fast-paced environment.

This position has specific schedule either 12am – 8 am CET.

If you're detail-oriented, a great communicator, and genuinely enjoy helping others — we can't wait to welcome you to our team!

For this role we are looking for a candidate based in Poland.

Headquartered in Boston, and backed by a $35.6M Series C co-led by OMERS, Highland, Notable Capital, Insight Partners, and ServiceNow. We are looking for exceptional candidates who want to help grow our company into a global enterprise and make their mark on the B2B tech industry. Come soar to new heights with us!

Fairmarkit is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.

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