Customer and Supplier Support Specialist

We are looking for a Support Specialist to join our team and play a critical role in managing customer and supplier support requests. This individual will work primarily within Zendesk, triaging incoming support tickets, providing first-line assistance, and escalating issues as needed to cross-functional teams, including Customer Success, Engineering, and Product.

Key Responsibilities

• Ticket Management: Monitor, triage, and respond to customer and supplier support inquiries through Zendesk, ensuring timely and effective resolution.
• Issue Troubleshooting: Diagnose common technical issues, provide solutions or workarounds, and escalate complex cases to the appropriate teams.
• Cross-Functional Coordination: Work closely with Customer Success, Engineering, and Product teams to escalate and resolve critical issues efficiently.
• Knowledge Base Contribution: Identify recurring issues and help improve self-service documentation to enhance customer and supplier experience.
• Customer and Supplier Communication: Provide clear, professional, and empathetic responses to customers and suppliers regarding their support tickets.
• Process Improvement: Identify trends in support inquiries and suggest process optimizations to improve response times and ticket resolution.
• Back-Office Initiatives: Lead and contribute to internal projects such as data analysis, trend tracking, and investigative deep dives to support cross-functional teams and enhance the overall customer and supplier experience.

• 1-3 years of experience in a technical support or customer service role (preferably in SaaS or enterprise software).
• Language Proficiency: Strong English proficiency is required, as all customer and supplier support is conducted in English. Proficiency in Russian is also necessary to effectively collaborate with our engineering team during onsite discussions.
• Experience using Zendesk or similar support ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally with Customer Success, Engineering, and Product teams.
• Familiarity with procurement, supplier engagement, or SaaS solutions is a plus.

We’re searching for someone who not only has a customer-first mindset but also brings strong interpersonal skills to the table. To succeed in this role, you should have:

• Excellent verbal and written communication skills.
• High level of empathy and the ability to connect with different types of people.
• Strong problem-solving and critical thinking abilities.
• Patience and a calm, professional attitude under pressure.
• Ability to actively listen and understand customer needs.
• A flexible and adaptable approach to changing situations.
• Great time management and organizational skills.
• Sharp attention to detail.
• A collaborative and positive team player mindset.
• Capacity to handle stress and stay focused in a fast-paced environment.

This position has specific schedule either 12am – 8 am CET. 

If you're detail-oriented, a great communicator, and genuinely enjoy helping others — we can't wait to welcome you to our team!

For this role we are looking for a candidate based in Poland.