German SaaS Support & Operations Specialist — Remote

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

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.