Support Operator

Creatio; Poland; Remote; USD 55,000 - 75,000; Full time

Job summary

Creatio is seeking a Support Operator to join its Global Customer Support Division. The role focuses on high-quality case handling, user consultations, and continuous improvement of support processes and knowledge base content.

Based in Poland, you will engage with customers via phone, chat, and email to resolve issues efficiently. You will monitor the support queue, escalate critical cases, provide clear explanations of product features, and contribute to documentation with feedback from

Qualifications

• Experience in customer or technical support roles.
• Understanding of HelpDesk / ServiceDesk operations.
• Strong verbal and written communication skills.
• Ability to explain technical concepts clearly to users.
• Ability to manage escalations and critical cases with a solution-oriented approach.

Responsibilities

• Handle and distribute incoming support cases with proper prioritization and ownership.
• Monitor the support queue and proactively take cases into work.
• Provide expert guidance on Creatio products and related services.
• Process service requests including cloud-related actions, licensing, and SLA activation.
• Keep customers informed about case progress and resolution timelines.
• Manage escalations and support critical customer situations.
• Collect and analyze customer feedback to improve support quality.
• Communicate with customers via phone, chat, and email in a clear and professional manner.
• Perform remote sessions to assist with issue resolution when required.
• Create, update, and maintain knowledge base articles and internal documentation.
• Collaborate with the Academy team by providing feedback and content improvement suggestions.

Skills

Customer support

Technical support

Communication

Escalations

Teamwork

Tools

HelpDesk software

Job description

Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in Boston, MA, with a global team and a large ecosystem of partners, Creatio serves thousands of customers in over 100 countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA.We’re proud to be recognized by top industry analysts as a Leader and Strong Performer in multiple Gartner and Forrester reports.In 2025, Creatio was named to Inc.’s Best Workplaces list, recognizing our commitment to employee wellbeing and a strong workplace culture.Who We’re Looking For: Support Operator to join our Global Customer Support Division. This role focuses on high-quality case handling, user consultations, and continuous improvement of support processes and knowledge base content.The role is based in Poland.Responsibilities: Support Operations & Case HandlingHandle and distribute incoming support cases with proper prioritization and ownershipMonitor the support queue and proactively take cases into workProvide expert guidance on Creatio products and related servicesProcess service requests including cloud-related actions, licensing, and SLA activationKeep customers informed about case progress and resolution timelinesManage escalations and support critical customer situationsCollect and analyze customer feedback to improve support qualityCustomer CommunicationCommunicate with customers via phone, chat, and email in a clear and professional mannerProvide consultations and explanations tailored to customer needsPerform remote sessions to assist with issue resolution when requiredKnowledge Sharing & Continuous ImprovementCreate, update, and maintain knowledge base articles and internal documentationCollaborate with the Academy team by providing feedback and content improvement suggestionsIdentify recurring issues and contribute to optimization of support processes and service qualityRequirements: Experience in customer or technical support rolesStrong understanding of HelpDesk / ServiceDesk operationsExcellent verbal and written communication skillsStrong capability to explain technical concepts clearly to usersAbility to manage escalations and critical cases with a solution-oriented approachConfident use of office software, email clients, and web browsersBasic understanding of PC architecture and networksFoundational knowledge of databases (DBMS) is a plusStrong teamwork skills and ability to manage multiple tasks simultaneouslyEnglish proficiency at B2 level or higherWhat you should expect from us: Growth & Development: Clear career paths, mentorship opportunities, and access to continuous learning to help you reach your full potential.Flexibility & Well-Being: We provide flexible work arrangements and initiatives that empower you to manage your schedule effectively, stay productive, and thrive both personally and professionally.Recognition & Impact: A culture that celebrates achievements, values your ideas, and empowers you to make real contributions from day one.Innovative Culture: Be part of a company that embraces new ideas, modern technologies, and bold thinking to stay ahead of the curve.Benefits & Rewards Package: We provide competitive compensation and benefits designed to support you and your family. Our rewards approach goes beyond salary, recognizing your contributions and commitment. The exact package may vary depending on your country of residence and employment type.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.