SaaS Customer Support Specialist (Tier 1) – AI Tools

Silversmith Capital Partners; Kraków; Hybrid; PLN 60,000 - 80,000; Full time

Job summary

Intellistack in Krakow is seeking a Customer Support Specialist, Tier 1, to join the first line of support. You will handle email, chat, and scheduled calls, delivering exceptional service and documenting issues.

Join a fast-paced, hybrid role leveraging AI-assisted tools and internal knowledge to resolve problems quickly, collaborate with Sales, Product, and Customer Success, and help shape a superior customer experience.

Qualifications

• 1–2 years of experience in Customer Support or Service, preferably SaaS.
• Basic understanding of APIs, webhooks, and support platforms.
• Excellent communication and problem-solving skills.
• Willingness to learn and adapt in a fast-paced environment.
• Able to work holidays and late shifts as needed.

Responsibilities

• Serve as a primary contact for incoming support requests via email, chat, and scheduled calls.
• Provide outstanding customer support and collaborate with internal teams.
• Document issues and maintain knowledge resources.
• Use AI-assisted tools and workflows to investigate issues and deliver accurate solutions.
• Create and maintain written or video support resources.
• Advise across teams to improve product and processes.

Skills

Customer support experience

SaaS familiarity

APIs & webhooks understanding

Communication skills

Time management

AI-assisted tooling

Flexibility for shifts

Tools

Salesforce

Zendesk

HubSpot

AI-assisted tools

Job description

Intellistack in Krakow is seeking a Customer Support Specialist, Tier 1, to join the first line of support. You will handle email, chat, and scheduled calls, delivering exceptional service and documenting issues.

Join a fast-paced, hybrid role leveraging AI-assisted tools and internal knowledge to resolve problems quickly, collaborate with Sales, Product, and Customer Success, and help shape a superior customer experience.