Client Support Specialist (German Bilingual) – Warsaw

About the role

Optro is looking for a German‑bilingual Client Support Specialist to join its fast‑growing team in Poland. You will be the first point of contact for customers, helping them solve technical issues and get the most out of the Optro platform. The role works on EMEA weekday hours (9 AM‑6 PM BST) and can be performed remotely from Warsaw or Krakow.

Key responsibilities

• Resolve client issues via email, live chat and scheduled video sessions, providing technical troubleshooting and product guidance.
• Become a product expert, mastering platform features to deliver clear instructions to users.
• Collaborate with engineering and product teams to escalate problems and feed back client insights.
• Utilize AI‑driven tools and internal knowledge bases to draft responses, summarize tickets and spot trends.
• Advocate for customers by identifying feedback patterns and recommending improvements.

Required profile

• Natural problem‑solver with a proven track record in Tier 1 technical support.
• Excellent communicator able to explain complex concepts in simple terms, both in writing and on calls.
• Curious, self‑motivated learner with a passion for technology.
• Minimum 3 years of SaaS/Tech Tier 1 customer support experience.

Required skills

• Zendesk (help‑desk ticketing system).
• SaaS product support and technical troubleshooting.
• Experience using AI‑assisted support tools.

What we offer

• Monthly work‑from‑home allowance.
• Competitive salary with bonus program.
• Annual leave and statutory benefits.
• Employee resource groups and company‑wide events.