Customer Support & Vendor Governance Specialist — Hybrid

ZF Group; Poland; Hybrid; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid mode of work (home office and/

Private medical care (Lux Med)

Life insurance

Annual bonus

Mulitsport Card and Cafeteria System

Job summary

ZF Automotive Systems Poland Sp. z o.o. in Warsaw seeks a Customer Support Specialist to optimize the support function, collaborate with external providers, and drive service excellence across channels.

You will lead training, monitor CSAT/NPS, and ensure SLA/KPI adherence while interfacing with product teams to deliver improvements. The role requires a 3-5+ year background in customer support, familiarity with Zendesk/Freshdesk/Jira, and knowledge of CRM/billing systems.

Qualifications

• Bachelor's degree or equivalent in Business, Communications, or related field.
• 3-5+ years of experience in customer support.
• Familiarity with cloud-based systems and ticketing platforms (Zendesk, Freshdesk, Jira Service Management).
• Knowledge of CRM and billing systems; basic networking and diagnostics awareness.

Responsibilities

• Manage relationships with external service providers, addressing inquiries and resolving issues promptly.
• Monitor and improve customer experience metrics (CSAT, NPS) and identify pain points.
• Train and coach support team members to promote customer-first service excellence.
• Continuously optimize support tools and systems for efficiency and quality.
• Oversee multi-channel support operations (email, chat, phone) with SLA/KPI adherence.
• Handle escalated and complex customer issues with urgency and empathy.
• Generate and interpret support performance reports to drive decisions.
• Maintain up-to-date documentation, procedures, and knowledge bases.
• Provide actionable customer insights to internal teams for product/service enhancements.
• Ensure seamless use and integration of CRM systems to support operations.

Skills

Customer focus

Communication skills

Collaboration

Data-driven

Education

Bachelor's degree in Business or related field

Tools

Zendesk

Freshdesk

Jira Service Management

CRM systems

Billing systems

Job description

ZF Automotive Systems Poland Sp. z o.o. in Warsaw seeks a Customer Support Specialist to optimize the support function, collaborate with external providers, and drive service excellence across channels.

You will lead training, monitor CSAT/NPS, and ensure SLA/KPI adherence while interfacing with product teams to deliver improvements. The role requires a 3-5+ year background in customer support, familiarity with Zendesk/Freshdesk/Jira, and knowledge of CRM/billing systems.