Customer Support Hero

BRAND24 ⁠is a Software-as-a-Service company with 4000+ clients from 154 countries. The company’s HQ is based in Wrocław, with a satellite office in Warsaw. BRAND24 fuels brands worldwide with unbiased, reliable data about what people say, watch, and listen to online. To discover what’s true, we measure across all channels and platforms; our tool will let you know anytime a company gets mentioned on social media, news, blogs, videos, message boards, podcasts, and reviews.

🧑‍💻 Who are we looking for?

We’re looking for someone who loves helping people, solving problems, and learning new things. No prior experience? No problem! What matters most is your curiosity, empathy, and proactive approach to challenges. You enjoy clear communication, thrive in a team environment, and aren’t afraid to take the initiative when you see something that could be improved. Whether it’s guiding a customer through a solution, spotting patterns in common issues, or collaborating with different teams, you’re always looking for ways to make things better. If you’re excited to grow, contribute, and be part of a supportive team, we’d love to meet you!

🎯Things you’ll do:

1. Respond to customer inquiries via email, chat, or video
2. Assist customers with troubleshooting and basic product questions
3. Provide friendly and efficient support to ensure customer satisfaction
4. Lead Q&A meetings with customers to help answer their questions and gather feedback
5. Take a proactive approach—spot common issues, suggest improvements, and help make things better for our customers
6. Collaborate with the Customer Success team, Product team, and Sales team to ensure smooth cooperation with our customer

💡Things you’ll need:

1. Work a 2 PM – 10 PM shift, ensuring customers get the support they need in this time zone
2. Experience in a similar position is not necessary – we are looking for individuals who want to learn and grow.
3. At least C1 proficiency in English
4. At least C1 fluency in Spanish
5. Strong communication skills and helpful attitude
6. Curiosity to learn and to teach
7. Empathy in understanding our customers
8. Diligence and initiative
9. Familiarity with online communication tools
10. A problem-solving mindset—if something’s not working, you’re excited to figure it out!

🧨What do we offer?

1. Becoming a crucial part of a world-renowned company
2. Attractive pay model (proposed salary bands = base + sales commission; dependent on your experience)
3. Professional development opportunities among top experts in the Internet industry
4. Casual atmosphere with a flat reporting structure and 100% ownership
5. Opportunity to implement your ideas and solutions
6. Rapid career development opportunities (due to the dynamic growth of the company)
7. Multisport, healthcare program, benefits cafeteria, English language lessons, and other perks
8. Opportunity to work from our office or office/home mix

☎️ What does the recruitment process look like?

We like to keep things simple and efficient! Here’s what you can expect:

1. Quick Phone Call – A short screening call to get to know each other better and see if we’re a good match.
2. Interview – A deeper conversation about your experience, skills, and approach to customer success.
3. Task: Escalation management - You'll get a chance to showcase your ability to manage escalations, just like you would with a real customer!

That’s it! If everything goes well, we’ll be excited to welcome you to the team.