German-Speaking SaaS Support Specialist (Remote)

Optro; Poland; On-site; PLN 60,000 - 90,000; Full time

Job summary

Optro, a fast-growing AI-powered GRC platform company, is seeking a German bilingual Client Support Specialist to join our team in Poland. You’ll be on the front lines, resolving technical issues, guiding clients, and ensuring an exceptional experience with our platform.

Ideal candidates combine 3+ years in Tier 1 SaaS support, strong German (C1) and English, and a knack for clear communication. Warsaw or Krakow residents preferred; EMEA hours apply.

Qualifications

• 3+ years SaaS / Tech Tier 1 Customer Support experience.
• Experience in technical support for SaaS/technology products is preferred.
• Bachelor's degree or equivalent education.

Responsibilities

• Resolve client issues: Respond to product questions and provide troubleshooting via email, chat, and video sessions.
• Be a product expert: Learn the platform to guide on features and functionality.
• Collaborate across teams: Work with engineering and product teams to escalate and feedback.
• Work with cutting-edge tools: Use AI tools and internal KBs to draft responses and summarize tickets.
• Advocate for the client: Identify feedback trends and suggest UX improvements.

Skills

German language

English language

Customer support

SaaS

Education

Bachelor's degree or commensurate

Tools

Zendesk

Job description

Optro, a fast-growing AI-powered GRC platform company, is seeking a German bilingual Client Support Specialist to join our team in Poland. You’ll be on the front lines, resolving technical issues, guiding clients, and ensuring an exceptional experience with our platform.

Ideal candidates combine 3+ years in Tier 1 SaaS support, strong German (C1) and English, and a knack for clear communication. Warsaw or Krakow residents preferred; EMEA hours apply.