Customer Support Agent - Level 1

TEAMWORK PROJECTS LIMITED; Województwo pomorskie; Hybrid; PLN 60,000 - 85,000; Full time

Benefits offered by this job

ESOP

Competitive salary & OTE

Vacation days from Day 1

Pension plan

Health plans

Give Back program

Educational resources & allowance

Inclusive policies & flexible working

Recognition programs

Job summary

Teamwork.com in Poland (Gdańsk) is hiring a Customer Support Agent to join our hybrid team. You’ll support customers across five products, troubleshoot issues, and communicate clearly to ensure a positive experience. We value ownership, empathy, and a willingness to learn in a fast-paced, customer-focused environment.

We don’t use scripts; you’ll bring your own voice and problem-solving approach to help clients succeed with our platform.

Qualifications

• Customer-facing experience, preferably in B2B, is required.
• Near-native level of spoken and written English.
• Empathetic, customer-focused and technically curious.
• Experience with handling escalations and providing clear communication.
• Demonstrated ownership and ability to drive issues to resolution.
• Strong problem-solving and listening skills.

Responsibilities

• Handle customer inquiries across five products in a non-scripted, human way.
• Diagnose issues, communicate progress and resolutions clearly to customers.
• Represent the voice of the customer in internal discussions and product feedback.
• Collaborate with teams to ensure timely and effective support.

Skills

English proficiency

Customer-facing experience

Empathy

Technical knowledge

Ownership & follow-through

Troubleshooting

Strong communication

Job description

Teamwork.com is an agentic PSA (professional services automation) platform that helps businesses win, plan and deliver projects more profitably. We connect projects, resourcing and financials in one place, so leaders get real numbers from real delivery, not guesswork, and can price work on purpose, deliver it for less, and grow margin over time. Our tagline puts it plainly: most tools track work, we make it profitable.

Project management tools can't manage money, so run delivery through one and you lose margin without ever seeing where. Finance-first tools capture the numbers, but delivery teams resist using them, so the data going in is bad and the numbers coming out are worse. Teamwork.com is built to do both: resourcing, financials and margin visibility captured as delivery happens, not bolted on afterwards, in a platform teams actually want to use.

We believe in hiring great people and look to ensure everyone has the best possible experience of work, every day. We strive to be open and transparent, humble and customer focused. And we thrive on curiosity, getting results and working together relentlessly to deliver excellence. We are a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them.

We pride ourselves on doing right by our customers, working with brilliant people, and going above and beyond. Our personality is unmistakable: we work hard, take joy in our wins and each other's successes and important life events. And we care and support each other when life throws lemons. More than anything we embrace a straightforward approach to getting things done. We are fanatical about our customers, and when talent meets passion, success happens.

This is a hybrid role in Gdańsk - We have an office on Grunwaldzka Avenue where you will be expected to be based on a routine basis as agreed with your manager.

The opportunity

Working as part of the Customer Support team here at Teamwork.com isn’t like other roles available in the world of customer service. We pride ourselves on our hard earned stellar reputation and we’re utterly dedicated to providing a good all around experience for all of our customers. So, to join us you would need to be too!

In the support team we offer comprehensive support for all five of our products, from the most basic to the more technical of questions. Essentially, every day working in this role will be different because there’s no guarantee as to what issue you’ll be asked to investigate next!

As a Customer Support Agent your days will be spent working to ensure that we hit the mark every time when it comes to dealing with customers issues. A good interaction isn’t just about the resolution, it’s about the communication along the way! We genuinely care that everyone has a good experience when interacting with us regardless of the situation they find themselves in so it’d be your job to make that happen.

We don’t work from scripts, we are our own people - every single team member brings something unique to our group - and our personalities are reflected in our responses when interacting with our customers. We care about sending out the right answers so we take time to check that our information is correct when communicating.

What good looks like

• You have some form of customer-facing experience - ideally in a B2B organisation.
• You have a near-native level of spoken and written English.
• You are a caring, empathetic individual with some technical knowledge and a thirst to learn more!
• You’ve experienced bad customer support when interacting with other companies before and want to show the world how to do it right!
• You’re keen to learn and grow in a role that has the opportunity to offer you new and interesting interactions every day.
• You enjoy having the ability to take ownership of issues and actively follow them through to resolution no matter how long or short the timescale.
• You want to troubleshoot their issues and be the voice of the customer in all internal communications while simultaneously conversing with them in an open and honest manner to ensure that they know that their issue is still a priority.

Core Benefits and Perks

• Employee Share Options (ESOP) — we mean what we say when we say, “act like an owner”!
• Competitive salary & OTE (as applicable)
• Vacation days from Day 1
• Pension benefit (specific to region)
• Health plans and wellbeing programs
• Give Back program
• Educational resources and generous allowance to support development
• Inclusive policies - maternity, paternity & parent leave, as well as a focus on flexible working
• Recognition programs

Diversity, Inclusion and Engagement Statement