Part-Time SaaS Client Support Specialist

Optro; Polska; Remote; PLN 78,000 - 123,000; Part time

Benefits offered by this job

Monthly work from home allowance

Competitive compensation & bonus

Annual leave and holidays

Employee resource groups

Team get-togethers

Job summary

Optro, a leading SaaS risk and compliance platform, seeks a Client Support Specialist to join on PT hours. You will be on the front lines, guiding clients through technical challenges and ensuring an exceptional experience with the Optro platform from Poland.

You will diagnose issues, become a product expert, collaborate with engineering, and use our AI tools and knowledge bases to draft responses and summarize tickets.

Qualifications

• C1 Advanced English proficiency required.
• Residence in Poland (Warsaw or Krakow) required.
• 3+ years SaaS/Tech Tier 1 customer support experience.
• Ability to work 9 AM – 6 PM PT shift.
• Natural self-starter with problem-solving and troubleshooting skills.
• Excellent interpersonal, verbal and written communication.

Responsibilities

• Resolve client issues via email, chat, and live sessions.
• Learn our platform to provide clear guidance on features.
• Collaborate with engineering and product teams to resolve issues.
• Leverage AI tools and knowledge bases to draft responses and summarize tickets.
• Identify trends in client feedback and suggest UX improvements.

Skills

Advanced English

Tier 1 SaaS support

Excellent communication

Problem solving

Education

Bachelor's degree or commensurate experience

Tools

Zendesk

Job description

Optro, a leading SaaS risk and compliance platform, seeks a Client Support Specialist to join on PT hours. You will be on the front lines, guiding clients through technical challenges and ensuring an exceptional experience with the Optro platform from Poland.

You will diagnose issues, become a product expert, collaborate with engineering, and use our AI tools and knowledge bases to draft responses and summarize tickets.