Customer Support Associate

Francisco Partners; Województwo zachodniopomorskie; Hybrid; PLN 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work model

Private health care and sport benefits

Access to e-learning platform

Competitive salary and growth

Job summary

Macrobond is a leading provider of global economic and financial data and technology for investment professionals. The Customer Support Associate (L1) role is the first point of contact for customers, ensuring a fast, friendly and accurate response and triage.

You will handle first-touch resolutions, document thoroughly in Salesforce, follow scripts, and escalate to L2 when needed, contributing to the 24-hour resolution promise.

Qualifications

• English language proficiency at B2 level or above.
• Ability to quickly learn the Macrobond platform, datasets, and support processes.
• Service-oriented mindset with a focus on delivering a positive customer experience.
• Strong attention to detail when handling cases and maintaining documentation.

Responsibilities

• Monitor the inbound queue in Salesforce Service Cloud and provide first-touch responses within SLA.
• Resolve common customer issues, including login, access, installation, navigation and basic data questions.
• Identify the core problem behind each customer request and move the case forward with clarity and pace.
• Complete severity, product area, case reason and other required fields accurately.
• Follow troubleshooting scripts, knowledge base articles, SLA guidelines and communication standards.
• Escalate unresolved issues to L2 using the approved L1 to L2 escalation template.
• Provide complete escalation context, including summary, actions already taken, screenshots and logs where relevant.
• Write clear, structured case notes so Salesforce remains a trusted source of truth.
• Communicate with customers in a warm, professional and confident tone, explaining next steps and expected timing.
• Provide regular status updates until resolution or until the case is properly handed off.
• Flag recurring issues and propose or draft knowledge base updates.
• Participate in team syncs, coaching sessions and training, including the L1 to L2 development path covering SQL, API/Postman and technical support fundamentals.

Skills

English proficiency (B2+)

Learning quickly

Customer-focused mindset

Attention to detail

Education

Economics/Finance/Business degree

Job description

About Us

Macrobond is a leading provider of global economic and financial data and technology for investment professionals. Our customers include over 900 firms spanning the buyside, sell side, corporate and academic sectors.

Our platform, rich in intellectual property and supported by a rapidly expanding global team, ensures we remain at the forefront of our industry. With the backing of Francisco Partners, a prominent global tech investment firm, we operate as a truly international company. Our headquarters are in London, and we have key offices in Poland, Lisbon, Hong Kong, Gothenburg, Malmo and New York

Job Overview

Macrobond is trusted by leading economists, strategists and financial leaders as a reliable source of truth. When something is not working, customers expect a fast, clear and human response from someone who understands what they are trying to do. The Customer Support Associate (L1) is the first person the customer meets in that moment and is responsible for making Macrobond feel responsive, professional and easy to work with.

The role provides fast, friendly and accurate first-line support, focusing on triage, first-touch resolution, high-quality documentation and clean escalation to L2 when specialist support is needed. It is the front door of Macrobond Support and contributes directly to the customer promise that most support issues should be resolved within 24 hours.

Job Responsibilities

• Monitor the inbound queue in Salesforce Service Cloud and provide first-touch responses within SLA.
• Resolve common customer issues, including login, access, installation, navigation and basic data questions.
• Identify the core problem behind each customer request and move the case forward with clarity and pace.
• Complete severity, product area, case reason and other required fields accurately.
• Follow troubleshooting scripts, knowledge base articles, SLA guidelines and communication standards.
• Escalate unresolved issues to L2 using the approved L1 to L2 escalation template.
• Provide complete escalation context, including summary, actions already taken, screenshots and logs where relevant.
• Write clear, structured case notes so Salesforce remains a trusted source of truth.
• Communicate with customers in a warm, professional and confident tone, explaining next steps and expected timing.
• Provide regular status updates until resolution or until the case is properly handed off.
• Flag recurring issues and propose or draft knowledge base updates.
• Participate in team syncs, coaching sessions and training, including the L1 to L2 development path covering SQL, API/Postman and technical support fundamentals.

Required Qualifications

Must Have

• English language proficiency at B2 level or above
• Ability to quickly learn the Macrobond platform, datasets, and support processes
• Ability to follow established processes and proactively seek support when needed
• Service-oriented mindset with a focus on delivering a positive customer experience
• Strong attention to detail when handling cases and maintaining documentation
• Basic understanding of economics, financial markets, and analytical concepts

Good to Have

• Degree or studies in Economics, Finance, Business, Data Analytics, or a related field
• Basic knowledge of statistics
• Previous experience (internship, student placement, or professional) in customer support, financial data, or analytical roles
• Familiarity with SaaS support environments and processes
• Strong written communication and organizational skills
• Calm, professional, and customer-focused approach
• Demonstrated reliability, accountability, and effective time management
• Curiosity and eagerness to learn and develop new skills

Success Metrics

• Deliver timely first responses and customer updates in line with SLA and communication standards.
• Resolve common issues quickly and consistently at first touch where possible.
• Maintain accurate case classification, severity and product area tagging in Salesforce Service Cloud.
• Escalate unresolved cases to L2 with complete context, including summary, steps attempted, screenshots and logs where relevant.
• Achieve strong internal case QA scores and contribute to customer satisfaction through clear, professional communication.
• Contribute to knowledge base improvements by identifying recurring questions and documentation gaps.

What do we offer

• A competitive salary
• Stable position in a growing business with a "people first" atmosphere
• Private health care and sport benefits
• Access to e-learning platform
• Hybrid work model

Our commitment to Diversity

At Macrobond, diversity, equity, and inclusion are fundamental to our culture and success. We are committed to fostering an environment where all individuals are respected, valued, and empowered to contribute their unique perspectives.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.

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