Customer Support Specialist (Remote)
Vercom
7500-9000 PLN miesięcznie (B2B)
Czym będziesz się zajmować?
- Day-to-day support of B2B clients — clear, professional and concrete communication.
- Receiving, organising and resolving tickets related to how the product works.
- Helping clients use the system: explaining features, processes and available options.
- Keeping track of case status and ensuring timely, consistent communication.
- Creating and updating the knowledge base, guides, checklists and response templates.
- Analysing recurring questions and problems and proposing product and process improvements.
- Coordinating client matters with the Product, Sales, Customer Success and Development teams.
- Travelling to events, conferences and client meetings, and representing the company.
- Preparing client reports based on the business data available in the system.
- Spotting risk signals in client relationships, as well as opportunities to grow them (up-sell, cross-sell).
Kogo poszukujemy?
Key requirements:- At least one year of experience in Customer Support, B2B client service or Account Management at a SaaS company.
- Excellent written and verbal communication — professional yet natural, clear and concise.
- Ability to moderate client meetings and build a positive atmosphere.
- Ability to manage and de-escalate crises in difficult situations.
- Skill in building the company's image and authority among clients and colleagues.
- Ability to independently upsell services to LocalZen clients.
- Self-reliance, proactivity and a problem-solving mindset.
- Good work organisation and ability to handle several topics in parallel.
- Comfortable picking up the phone, asking follow-up questions and seeing a case through to the end.
- Technological fluency and ease working with new tools, including AI.
- Polish at native level.
- English at a minimum level of C1.
- Familiarity with the Google ecosystem (Google Business Profile, Google Maps) and Apple Maps.
- Experience with a ticketing system or CRM (HubSpot, Intercom, Notion, ClickUp).
- Ability to write clear instructions, knowledge bases and educational materials for clients.
- Knowledge of Customer Experience, local marketing and SEO.
Czego wymagamy?
Znajomości:
- Written communication
- Verbal communication
- SaaS
- Meetings
- Organization skills
- Problem-solving
- Proaktywność
- Customer support
- B2B client service
- Meeting moderation
Języki:
- Polski
- Angielski
Jakie warunki i benefity otrzymasz?
- 7500-9000 PLN miesięcznie (B2B)
- B2B - Elastyczne godziny pracy (100%)
- Praca zdalna: W całości
- Pakiet medyczny, Pakiet sportowy
Gdzie będziesz pracował?
Zdalnie
Kim jesteśmy? – Vercom
Od 2005 r. tworzymy globalne platformy komunikacyjne w chmurze (CPaaS), które umożliwiają firmom budowanie i rozwijanie trwałych relacji z odbiorcami za pośrednictwem wielu kanałów :komunikacji: email, sms, push, komunikatory (OTT).