Remote German-Speaking SaaS Support Specialist

Optro; Polska; Remote; PLN 73,000 - 112,000; Full time

Benefits offered by this job

Monthly work from home allowance

Statutory coverage

Competitive compensation & bonus

Annual leave and holidays

Team and company get-togethers

Job summary

Optro in Poland is seeking a Customer Support Specialist (German bilingual) to join our growing team. You’ll be on the front lines, guiding clients through technical challenges and ensuring a great experience with the Optro platform.

You will diagnose and resolve issues, become a product expert, and collaborate with engineering and product teams. The role requires 3+ years in SaaS Tier 1 support, fluent German and English, and availability to work 9–6 BST.

Qualifications

• C1/Advanced German & English proficiency (MUST).
• Physical residence in Poland (Warsaw/Krakow) (MUST).
• 3+ years SaaS/Tech Tier 1 customer support experience (MUST).
• Ability to work 9 AM – 6 PM BST shift (MUST).
• Bachelor's degree or commensurate education/experience.

Responsibilities

• Resolve client issues via email, live chat, and video sessions.
• Become a product expert to guide feature usage.
• Collaborate with engineering and product teams for issue escalation.
• Leverage AI tools and knowledge bases to draft responses and summarize tickets.
• Proactively identify trends and propose improvements to user experience.

Skills

Problem solving

Communication skills

Learning mindset

Technical support experience

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

Optro in Poland is seeking a Customer Support Specialist (German bilingual) to join our growing team. You’ll be on the front lines, guiding clients through technical challenges and ensuring a great experience with the Optro platform.

You will diagnose and resolve issues, become a product expert, and collaborate with engineering and product teams. The role requires 3+ years in SaaS Tier 1 support, fluent German and English, and availability to work 9–6 BST.