Customer Support Specialist, Tier 1

Silversmith Capital Partners; Kraków; Hybrid; PLN 60,000 - 80,000; Full time

Job summary

Intellistack in Krakow is seeking a Customer Support Specialist, Tier 1, to join the first line of support. You will handle email, chat, and scheduled calls, delivering exceptional service and documenting issues.

Join a fast-paced, hybrid role leveraging AI-assisted tools and internal knowledge to resolve problems quickly, collaborate with Sales, Product, and Customer Success, and help shape a superior customer experience.

Qualifications

• 1–2 years of experience in Customer Support or Service, preferably SaaS.
• Basic understanding of APIs, webhooks, and support platforms.
• Excellent communication and problem-solving skills.
• Willingness to learn and adapt in a fast-paced environment.
• Able to work holidays and late shifts as needed.

Responsibilities

• Serve as a primary contact for incoming support requests via email, chat, and scheduled calls.
• Provide outstanding customer support and collaborate with internal teams.
• Document issues and maintain knowledge resources.
• Use AI-assisted tools and workflows to investigate issues and deliver accurate solutions.
• Create and maintain written or video support resources.
• Advise across teams to improve product and processes.

Skills

Customer support experience

SaaS familiarity

APIs & webhooks understanding

Communication skills

Time management

AI-assisted tooling

Flexibility for shifts

Tools

Salesforce

Zendesk

HubSpot

AI-assisted tools

Job description

About Intellistack

At Intellistack, we're committed to revolutionizing the way organizations collect information, automate workflows, and create seamless digital experiences.

Founded with the belief that work should be simplified, Intellistack has grown into a leading provider of powerful, no-code productivity solutions that help teams do more with less. Across thousands of organizations worldwide, our tools and platform empower users to quickly build custom forms, automate document generation, capture eSignatures, and streamline data-driven processes—all without needing to write a single line of code.

With intuitive solutions that put power in the hands of everyday users, we make it easier to build, automate, and optimize processes at scale.

Who We Are
At Intellistack, we don’t do status quo. We move fast, think deep, and build what’s next—powered by people, supercharged by AI.

We’re a team of builders: curious, driven, and relentless about solving the real problem. Around here, feedback is fuel, clarity wins, and change is the default setting. If you’re hungry to grow and ready to leave a dent, you’ll fit right in.

Who You Are:

You are able to explain and help others understand both problems and solutions. You’re an exceptional communicator who can gracefully break down, solve, and explain even the most complex issues. You are naturally curious and eager to learn. While you may not always know the answer immediately, you know how to research, troubleshoot, and leverage available resources to find it.

You are comfortable working with software and emerging technologies, including AI-powered tools that help improve efficiency, research, and customer outcomes. You are adaptable, resourceful, and able to switch gears quickly while managing competing priorities in a fast-paced environment.

What You Will Do:

The Customer Support Specialist, Tier 1, serves as part of the first line of support for our customers. In this role, you will deliver exceptional customer support through email, chat, and scheduled phone or video support interactions.

In addition to supporting external customers, Support Specialists may also assist internal teams through support Slack channels, case follow-up, team collaboration, and the creation or maintenance of documentation and collateral related to product updates and internal processes.

This is a full‑time, hybrid position based in our Krakow office. The hours for this position are 2pm -10pm Monday -Friday.

As a member of the customer support team, you will actively communicate customer feedback, friction points, and emerging trends across the organization to help improve the overall customer experience. Support Specialists will collaborate cross‑functionally to advocate for customers, contribute to proactive support solutions, and help ensure customer needs remain central to company decisions and product evolution.

Support Specialists are encouraged to leverage AI‑assisted tools, workflow automations, internal knowledge resources, and support platforms to research issues, improve efficiency, and deliver faster, more accurate customer resolutions.

How You Will Succeed:

• Learn the ins and outs of Intellistack products and services

• Serve as a primary point of contact for incoming support requests via email, chat, and scheduled phone or video support

• Work in a fast‑paced environment while meeting or exceeding customer support performance metrics and service expectations

• Use internal documentation, AI‑assisted support tools, workflow automations, and knowledge resources to investigate issues and deliver accurate solutions efficiently

• Create and maintain written and/or video documentation and support resources

• Think creatively and proactively to solve customer issues and improve the support experience

• Share customer feedback and insights to support ongoing product and process improvements

• Collaborate cross‑functionally with teams such as Sales, Product, and Customer Success to answer questions, provide feedback, and identify customer use‑case solutions

• Continuously learn new technologies, workflows, and support best practices

What We Are Looking For

• 1–2 years of experience in Customer Support or Service, preferably in a SaaS environment.

• Basic understanding of APIs, webhooks, and support platforms preferred.

• Strong communication, problem‑solving, and interpersonal skills.

• Proactive and resourceful with a willingness to learn and grow.

• Excellent time‑management skills and adaptability to changing priorities.

• Comfortable using modern software tools and AI‑assisted technologies.

• Flexibility to work holidays and late shifts as needed.
  

Bonus Points

• Experience with Salesforce, Zendesk, HubSpot, or similar platforms

• Knowledge of APIs, webhooks, or SSO concepts

• Experience with AI‑assisted tools or workflow automations

• Basic HTML, CSS, JavaScript, PHP, or Java knowledge

• Knowledge base or documentation experience

• Experience with SaaS, CRM, or document management platforms

Intellistack is an equal opportunity employer, passionately committed to equitable hiring and boldly dedicated to diversity in our work and teams. We do not discriminate in employment opportunities or practices based on actual or perceived race, color, religion, national origin, sex (including pregnancy, childbirth, or related conditions), age, marital status, sexual orientation, gender identity or expression, veteran status, uniformed service member status, disability, or any other characteristic protected by law.

We strongly encourage individuals from all backgrounds — especially women, people of color (including bilingual and bicultural individuals), LGBTQ+ persons, and people with disabilities — to apply. Even if you don’t meet every single requirement, you might be the right candidate for this or other roles.