[Hiring] Customer Support Specialist @Poka EU

Role Description

At Poka, we’re transforming how frontline teams operate, learn, and solve problems. Our connected worker platform is purpose-built for manufacturing, empowering frontline workers to share knowledge, collaborate in real-time, and drive continuous improvement.

We’re looking for a Customer Support Specialist in Europe to join our global team (also includes North America & Sri Lanka). This isn’t a call-center role - it’s a thoughtful, solution-focused position where you’ll work closely with clients in manufacturing to overcome real operational challenges.

If you’re fluent in German and English, comfortable in B2B SaaS environments, and enjoy combining customer empathy with technical problem-solving, this could be your next step.

What you’ll be doing

• Serve as a primary point of contact for our European customers via chat or email, with occasional screen-sharing sessions when needed.
• Investigate and resolve technical and functional product questions in a timely, clear, and professional manner.
• Collaborate with Product, Engineering, and Customer Success to escalate and track issues.
• Use internal tools - including AI-powered resources - to research solutions and continuously expand your product knowledge.
• Translate customer challenges into actionable feedback for internal teams.
• Contribute to knowledge base articles and internal documentation to strengthen team efficiency.
• Help shape support best practices in Europe as we grow our regional presence.

Qualifications

• 2+ years of experience in a B2B SaaS/Software customer support role.
• Fluency in both German and English (professional level or fluent proficiency).
• Experience supporting customers via chat-based platforms (Intercom experience is a strong plus).
• Familiarity working with ticketing/issue tracking tools such as Jira.
• Strong written communication skills - clear, structured, and customer-friendly.
• Confidence navigating technical conversations (you don’t need to code, but you understand how SaaS products work).
• A proactive, independent mindset - you’re comfortable owning issues end-to-end.
• Experience supporting manufacturing or industrial clients is a plus.

Benefits

• Dynamic and collaborative work environment.
• Generous vacation policy upon arrival.
• Remote work policy.
• A truly flexible schedule that allows you to adapt your work hours.
• Benefits Plan offered from day one.
• MacBook Pro and €500 allowance for your home office.
• Generous referral bonus.
• The tools, support, and opportunities you need to keep learning and progressing in your career.