German-Speaking SaaS Tech Support Specialist

OpenKrill; United States; Remote; USD 34,000 - 51,000; Full time

Benefits offered by this job

Monthly work from home allowance

Competitive compensation and bonus

Annual leave and holidays

Job summary

Optro is a fast-growing SaaS company redefining risk management with an AI-powered platform. We are seeking a German bilingual Client Support Specialist to join our team and guide clients through technical challenges.

You will resolve issues via email, chat, and video, become a product expert, collaborate with engineering, and help improve the customer experience. Must be resident in Poland; strong German and English; 3+ years Tier 1 SaaS support; BST hours.

Qualifications

• C1 / Advanced-High German and English proficiency (MUST).
• 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).

Responsibilities

• Resolve client issues via email, live chat, and scheduled live video sessions.
• Learn the Optro platform to provide clear guidance on features.
• Collaborate with engineering and product teams to escalate issues and collect feedback.
• Draft responses using AI tools and knowledge bases to speed up resolution.
• Identify trends in feedback and suggest improvements to enhance the user experience.

Skills

German language proficiency

English language proficiency

Communication skills

Troubleshooting

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

Optro is a fast-growing SaaS company redefining risk management with an AI-powered platform. We are seeking a German bilingual Client Support Specialist to join our team and guide clients through technical challenges.

You will resolve issues via email, chat, and video, become a product expert, collaborate with engineering, and help improve the customer experience. Must be resident in Poland; strong German and English; 3+ years Tier 1 SaaS support; BST hours.