Customer Support Specialist (USA Hours)

The role

You will resolve client issues and provide technical troubleshooting via email, live chat, and video sessions. You will act as a product expert and collaborate with engineering and product teams to improve the platform.

What you will do

• Respond to client product functionality questions
• Provide technical troubleshooting through email, live chat, and scheduled live video sessions
• Learn the platform to provide guidance on features and functionality
• Work with engineering and product teams to escalate issues
• Provide client feedback to drive product improvement
• Utilize AI tools and internal knowledge bases to draft responses and summarize tickets
• Identify trends in client feedback to recommend user experience changes

Required qualifications

• C1 / Advanced-High English proficiency
• Physical residence in Poland (Warsaw/Krakow)
• 3+ years SaaS / Tech Tier 1 Customer Support experience
• Ability to work 9 AM – 6 PM PT shift
• Natural self starter with ability to analyze and troubleshoot
• Excellent interpersonal, verbal and written communication skills
• Ability to own cross-functional relationships with internal teams
• Bachelor's degree or commensurate combination of education and experience

Nice to have

• Accounting & Audit knowledge
• Familiarity with helpdesk ticketing system
• Zendesk experience
• C1 or Advanced French language proficiency

Benefits

• Monthly work from home allowance
• Statutory coverage
• Competitive compensation & bonus program
• Annual leave and holidays
• Employee resource groups
• Opportunities for team and company-wide get-togethers

Before you apply

• Background checks are required for this role

About the company

Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. It is one of the 500 fastest-growing tech companies in North America.