Customer Support Specialist

• 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).

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.

Nice to have:

• 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.