Customer Support Specialist

🕒 October 20

🇵🇱 Poland – Remote

💵 zł110k - zł125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Optro

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

☁️ SaaS

📋 Compliance

🤖 Artificial Intelligence

SaaS • Compliance • Artificial Intelligence

Optro is an enterprise software company (formerly AuditBoard) that provides an AI-powered Governance, Risk, and Compliance (GRC) platform for large organizations. Its cloud-based system connects audits, controls, risk assessments, third-party risk, and compliance frameworks into a unified operational model that continuously monitors evidence, surfaces control failures, and automates assurance workflows. Optro targets enterprises and regulated organizations seeking to scale risk programs, improve visibility and compliance, and leverage domain-trained AI to move from reactive oversight to proactive risk management.

📋 Description

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

🎯 Requirements

• C1 / Advanced-High German & English proficiency (MUST) • Physical residence in Poland, preferably Warsaw or Krakow (MUST) • 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST) • Ability to work 9 AM – 6 PM BST shift (MUST) • Proven track record of diagnosing and resolving technical issues with empathy and patience • Ability to explain complex technical concepts simply, in writing and on calls • Curiosity and passion for technology; willingness to learn and adapt • Excellent interpersonal, verbal, and written communication skills • Demonstrated ability to own cross-functional relationships with internal teams • Bachelor's degree or commensurate combination of education and experience • Accounting & Audit knowledge is a plus • Familiarity with helpdesk ticketing systems; Zendesk experience is a plus • C1 or Advanced French language proficiency is a plus • Background checks are required • Legally authorized to work in Poland

🏖️ Benefits

• Monthly work from home allowance - varies by location • Benefits depend on location but include statutory coverage • Competitive compensation & bonus program • Annual leave and holidays • Employee resource groups • Opportunities for team and company-wide get-togethers

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