Customer Support and Operations Specialist with German (SaaS Business Applications)

Simon‑Kucher; Warszawa; Hybrid; PLN 134,000 - 140,000; Full time

Benefits offered by this job

Annual bonus

Remote work allowance

Job summary

Simon-Kucher is hiring a Customer Support and Operations Specialist with German in Poland. The role offers Warsaw or full remote work from home, focusing on second-level support, customer enablement, and onboarding activities to drive satisfaction and retention.

You will train power users, manage incidents, and ensure SLAs are met while collaborating with cross-functional teams. The compensation includes a gross monthly salary in PLN, a remote work allowance, and a year-end bonus.

Qualifications

• 2+ years of experience in SaaS application support.
• German at least C1 business level.
• English proficiency for professional work.
• Familiarity with ITIL v4 and service management (preferred).

Responsibilities

• Provide 2nd-level support and resolve technical problems for customers.
• Deliver training to power users, clients and Partners.
• Respond to support requests ensuring timely resolution and satisfaction.
• Monitor SLA adherence and collaborate with cross-functional teams to resolve incidents.
• Document and track support cases including root cause and resolution.
• Contribute to support documentation and knowledge base articles.
• Mentor and onboard new team members.
• Support post-go-live activities, ensuring on-time delivery within budget and quality standards.

Skills

German (C1)

English (professional)

SaaS support

Communication skills

Problem solving

Teamwork

Zendesk

Education

Bachelor's degree in CS/IT

Tools

Zendesk

Job description

Customer Support and Operations Specialist with German (SaaS Business Applications)

In Poland - Warsaw or fully remote from Home

TheCustomer Support and Operations Specialist ensures that our clients can workwith our applications reliably and as intended, by combining second-levelsupport with proactive customer enablement. By resolving incidents, trainingpower users, and supporting onboarding and rollouts, they help maintain smoothoperations while adhering to our SLAs. The ultimate objective is to contributedirectly to customer satisfaction, adoption, and long-term retention. Simon-Kucher Engine's digital end-to-endsolutions deliver sustained top-line impact for our clients. Are you interestedin working in a team of digital evangelists with a can-do attitude? And mostimportantly, do you want to make a difference? Then you've come to the rightplace!

The salary for thisposition ranges from PLN 12 000 to PLN 12 500 gross/month (UoP), depending onthe candidate’s relevant experience, skill set, level of expertise and overallfit for the role. Additional factors such as industry background, technicalcompetencies and interview performance may also influence the final offer. Thecompensation package at Simon-Kucher CBS consists of a gross base salary, amonthly remote work allowance and an annual bonus. The bonus is paid inDecember and is based on the results of a 360-degree performance evaluation.

What makes us special

• Become part of a unique entrepreneurial team. Think independently, use your initiative, and take some risks. Entrepreneurship is a powerful force that drives the growth not only of our firm but our clients and people.
• Unlock the power of opportunity. Advance your career in a thriving company that creates positive impact. We invest in your professional development every step of the way.
• Enjoy balance and flexible working. Be empowered to do your best work – whether it’s remotely or in the office.
• Work in a values-driven culture. At Simon-Kucher, our vision is to become the world's leading growth specialist. Our values guide the way we do business and communicate our distinctiveness. They sum up what we stand for, influence our culture, and drive how and why we do things.

How you will create an impact

• You will provide 2nd-level support, diagnose and resolve technical problems, ensuring that our customers can work smoothly with our applications.
• You will deliver training to customer power users, clients and Partners (collaborating with both business and technical users).
• You will respond to customer support requests and inquiries, ensuring timely resolution and customer satisfaction.
• You will monitor SLA adherence and collaborate with cross-functional teams to monitor and resolve critical incidents.
• You will document and track support cases, including root cause and resolution.
• You will contribute to the development of support documentation and knowledge base articles.
• You will mentor and support new team members during onboarding.
• You will support post-go-live activities (e.g., small change requests), ensuring delivery on time, within budget, and in line with quality standards.

Your profile

• You are fluent in German at a minimum C1 business level.
• You are proficient in English (professional working proficiency).
• You have 2+ years of experience in SaaS application support.
• You have a basic knowledge of ITIL v4 and service management principles (preferred).
• You have experience in working with ticketing systems (e.g., Zendesk).
• You have strong problem-solving skills including analytical thinking, a structured way of working, and the ability to solve complex problems. You demonstrate personal responsibility and a team-oriented approach to work.
• You have excellent communication and interpersonal skills, as well as empathy, patience, and a focus on customer satisfaction.
• You can maintain an overview when prioritizing and managing multiple tickets, even in stressful situations.
• You have obtained Bachelor’s degree in Computer Science, Information Technology, or a related field.
• An understanding of core concepts in data engineering and data interfaces is nice to have.

Simon-Kucher is a global consultancy with more than 2,200 employees in 30+ countries. Our sole focus is on unlocking better growth that drives measurable revenue and profit for our clients. As a trusted commercial advisor, we combine deep consulting expertise, growth specialization, and technology to scale impact. We optimize every lever of commercial strategy – product, pricing, innovation, marketing, sales, and digital – based on deep insights into what customers value and are willing to pay for. With over 40 years of experience in monetization, we are regarded as the world’s leading commercial growth and pricing specialist. simon-kucher.com

We believe in building a culture that embraces diversity, equity, and inclusion, creating an environment in which our people feel valued, are able to be themselves and feel their contribution matters. If we get that right, remarkable things will happen; people will grow faster, innovate, feel valued, and create better outcomes for everyone – our people, our clients and, of course, our business.

Your personal contact:
Karolina Ratajczyk
[e-mail]