[Hiring] Customer Support and Operations Specialist @master-TMS

Role Description

The Customer Support and Operations Specialist ensures that our clients can work with our applications reliably and as intended, by combining second-level support with proactive customer enablement. By resolving incidents, training power users, and supporting onboarding and rollouts, they help maintain smooth operations while adhering to our SLAs. The ultimate objective is to contribute directly to customer satisfaction, adoption, and long-term retention.

How you will create an impact:

• You will provide 2nd-level support, diagnose and resolve technical problems, ensuring that our customers can work smoothly with our applications.
• You will deliver training to customer power users, clients, and Partners (collaborating with both business and technical users).
• You will respond to customer support requests and inquiries, ensuring timely resolution and customer satisfaction.
• You will monitor SLA adherence and collaborate with cross-functional teams to escalate and resolve critical incidents.
• You will document and track support cases, including root cause and resolution.
• You will contribute to the development of support documentation and knowledge base articles.
• You will mentor and support new team members during onboarding.
• You will support post-go-live activities (e.g., small change requests), ensuring delivery on time, within budget, and in line with quality standards.

Qualifications

• You are fluent in German at a minimum C1 business level.
• You are proficient in English (professional working proficiency).
• You have 2+ years of experience in SaaS application support.
• You have a basic knowledge of ITIL v4 and service management principles (preferred).
• You have experience in working with ticketing systems (e.g., Zendesk).
• You have strong problem-solving skills including analytical thinking, a structured way of working, and the ability to solve complex problems.
• You demonstrate personal responsibility and a team-oriented approach to work.
• You have excellent communication and interpersonal skills, as well as empathy, patience, and a focus on customer satisfaction.
• You can maintain an overview when prioritizing and managing multiple tickets, even in stressful situations.
• You have obtained a Bachelor’s degree in Computer Science, Information Technology, or a related field.
• An understanding of core concepts in data engineering and data interfaces is nice to have.

Requirements

The salary for this position ranges from PLN 12,000 to PLN 12,500 gross/month (UoP), depending on the candidate’s relevant experience, skill set, level of expertise, and overall fit for the role. Additional factors such as industry background, technical competencies, and interview performance may also influence the final offer.

Please remember to submit your application in English. Other applications will not be considered. The candidate should have an EU work permit; we do not offer a visa for this position.

Benefits

• Become part of a unique entrepreneurial team.
• Think independently, use your initiative, and take some risks.
• Advance your career in a thriving company that creates positive impact.
• Enjoy balance and flexible working.
• Work in a values-driven culture.