Technical Support & Vendor Governance (Customer Support Specialist)

ZF Group; Poland; On-site; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid mode of work (home office and/

Private medical care (Lux Med)

Life insurance

Annual bonus

Mulitsport Card and Cafeteria System

Job summary

ZF Automotive Systems Poland Sp. z o.o. in Warsaw seeks a Customer Support Specialist to optimize the support function, collaborate with external providers, and drive service excellence across channels.

You will lead training, monitor CSAT/NPS, and ensure SLA/KPI adherence while interfacing with product teams to deliver improvements. The role requires a 3-5+ year background in customer support, familiarity with Zendesk/Freshdesk/Jira, and knowledge of CRM/billing systems.

Qualifications

• Bachelor's degree or equivalent in Business, Communications, or related field.
• 3-5+ years of experience in customer support.
• Familiarity with cloud-based systems and ticketing platforms (Zendesk, Freshdesk, Jira Service Management).
• Knowledge of CRM and billing systems; basic networking and diagnostics awareness.

Responsibilities

• Manage relationships with external service providers, addressing inquiries and resolving issues promptly.
• Monitor and improve customer experience metrics (CSAT, NPS) and identify pain points.
• Train and coach support team members to promote customer-first service excellence.
• Continuously optimize support tools and systems for efficiency and quality.
• Oversee multi-channel support operations (email, chat, phone) with SLA/KPI adherence.
• Handle escalated and complex customer issues with urgency and empathy.
• Generate and interpret support performance reports to drive decisions.
• Maintain up-to-date documentation, procedures, and knowledge bases.
• Provide actionable customer insights to internal teams for product/service enhancements.
• Ensure seamless use and integration of CRM systems to support operations.

Skills

Customer focus

Communication skills

Collaboration

Data-driven

Education

Bachelor's degree in Business or related field

Tools

Zendesk

Freshdesk

Jira Service Management

CRM systems

Billing systems

Job description

Req ID 86826 | Warsaw, Poland, ZF Automotive Systems Poland Sp. z o.o.

Job Description

The Technical Support & Vendor Governance (Customer Support Specialist) is responsible for optimizing the customer support function, ensuring high levels of customer satisfaction, team performance, and operational excellence. This role supports and collaborates with external support agents and the team leader to foster strong collaboration, oversees daily operations, resolves escalated issues, drives improvements in service delivery, and helps create synergies between the offshore team and local sales reps.

Your tasks as Technical Support & Vendor Governance (Customer Support Specialist)

• Manage relationships with external service providers, addressing inquiries and resolving issues promptly.
• Monitor and improve key customer experience metrics (e.g., CSAT, NPS), proactively identifying and resolving pain points.
• Train and coach support team members, promoting a customer-first mindset and service excellence.
• Continuously optimize support tools and systems to enhance operational efficiency and service quality.
• Oversee multi-channel support operations (email, chat, phone), ensuring timely responses and adherence to SLAs and KPIs.
• Uphold high standards of service quality, ensuring the team consistently meets or exceeds SLA targets.
• Handle escalated and complex customer issues with urgency, empathy, and effective resolution.
• Generate and interpret support performance reports to inform data-driven decision-making and process improvements.
• Maintain up-to-date documentation, procedures, and knowledge bases.
• Provide actionable customer insights to internal teams to support product and service enhancements.
• Ensure seamless use and integration of CRM systems to support customer support operations.

Your profile as Technical Support & Vendor Governance (Customer Support Specialist)

• Bachelor's degree in Business, Communications, or related field.
• 3-5+ years of experience in customer support.
• Understanding of cloud-based systems (e.g., user management, subscription models) and familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management).
• Familiarity with OBD-II protocols and diagnostic tools; understanding of vehicle systems (e.g., ECU, CAN bus, sensors).
• Experience with or knowledge of workshop software (service scheduling, inventory, invoicing) and integrations with parts suppliers, CRM, and billing systems.
• Basic networking and connectivity troubleshooting for diagnostic tools (Wi‑Fi/Bluetooth).
• Strong communication, feedback, and collaboration skills; ability to provide constructive feedback to product owners.

Why join ZF in Warsaw?

We offer an open and transparent corporate culture where ownership, accountability, diversity, and respect are important values. Our employees are passionate about their jobs and believe that team spirit and fun are at the heart of our success. We foster an environment with healthy self‑reflection and continuous improvement, where outside ideas are genuinely valued, and every team member can influence decisions and question current norms.

Benefits

• Flexible working hours.
• Hybrid mode of work (home office and on‑premises).
• Private medical care (Lux Med).
• Life insurance.
• Annual bonus.
• Mulitsport Card and Cafeteria System.