Customer Support & Vendor Governance Specialist (Hybrid)

ZF Group; Warszawa; Hybrid; PLN 110,000 - 170,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid mode of work

Private medical care (Lux Med)

Life insurance

Annual bonus

Multisport Card

Cafeteria System

Job summary

ZF Group in Warsaw is seeking a Technical Support & Vendor Governance Specialist to optimize the customer support function, drive service quality, and collaborate with external providers and internal teams. You will oversee daily operations, resolve escalated issues, and promote data-driven improvements.

The role requires 3–5+ years in customer support, SaaS and CRM familiarity, and experience with workshop software and diagnostics tools. Hybrid work is offered along with comprehensive benefits.

Qualifications

• Bachelor’s degree in Business, Communications, or related field.
• 3–5+ years in customer support.
• SaaS platform understanding and ticketing systems knowledge.
• Automotive diagnostics and workshop software familiarity.
• Basic networking & connectivity troubleshooting.

Responsibilities

• Manage relationships with external service providers and resolve inquiries.
• Monitor CSAT and NPS, identify pain points and improve metrics.
• Train and coach support team members to deliver customer-first service.
• Optimize support tools, systems, and workflows for efficiency.
• Oversee multi-channel support (email, chat, phone) and meet SLAs/KPIs.
• Generate and interpret performance reports for data-driven decisions.
• Maintain up-to-date documentation and knowledge bases.
• Ensure CRM usage and integration across customer support operations.

Skills

Customer support

SaaS platform knowledge

CRM systems

Multi-channel support

Communication & collaboration

Networking troubleshooting

Education

Bachelor's degree in Business, Communications, or related field

Tools

Zendesk

Freshdesk

Jira Service Management

CRM systems

Job description

ZF Group in Warsaw is seeking a Technical Support & Vendor Governance Specialist to optimize the customer support function, drive service quality, and collaborate with external providers and internal teams. You will oversee daily operations, resolve escalated issues, and promote data-driven improvements.

The role requires 3–5+ years in customer support, SaaS and CRM familiarity, and experience with workshop software and diagnostics tools. Hybrid work is offered along with comprehensive benefits.