Customer Support Specialist

**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. 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. **Czego wymagamy?** rok doświadczenia na podobnym stanowisku 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?** * 7.5k–9k PLN netto/m (B2B) * B2B - Elastyczne godziny pracy (100%) * Praca zdalna: W całości * Pakiet medyczny, Pakiet sportowy **Kim jesteśmy?** 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).