Remote Part-Time SaaS Support Specialist

optro; Polska; On-site; PLN 80,000 - 110,000; Full time

Job summary

Optro is seeking a Client Support Specialist (PT Hours) to join our team from Poland. You will be on the front lines, guiding clients through technical challenges and ensuring an exceptional experience with the Optro platform.

You will become a product expert, resolve issues via email, chat, and video, and collaborate with engineering and product teams to deliver faster, more accurate support. A strong English proficiency and 3+ years in SaaS support are essential.

Qualifications

• Bachelor's degree or commensurate combination of education and experience.
• 3+ years SaaS/Tech Tier 1 customer support experience.
• Location in Poland (Warsaw or Krakow) and ability to work 9 AM–6 PM PT as required.

Responsibilities

• Respond to client questions via email, chat, and live video sessions.
• Learn the Optro platform to provide clear, actionable guidance.
• Collaborate with engineering/product teams to escalate and resolve issues.
• Draft responses using AI tools and knowledge bases to speed up support.
• Identify trends in feedback and suggest improvements to enhance the user experience.

Skills

Problem-solving

Communication

Curiosity/Learning

Empathy

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

Optro is seeking a Client Support Specialist (PT Hours) to join our team from Poland. You will be on the front lines, guiding clients through technical challenges and ensuring an exceptional experience with the Optro platform.

You will become a product expert, resolve issues via email, chat, and video, and collaborate with engineering and product teams to deliver faster, more accurate support. A strong English proficiency and 3+ years in SaaS support are essential.