Customer Support Specialist

Customer Support Specialist

We are a fast-growing 20-person team working on a software platform that helps companies manage digital credentials, certificates, and badges. More than 1,000 organizations, from small businesses to enterprises, use our software daily.

To learn more about what we do, visit our website: https://certifier.io/ 

We’re looking for a Customer Support Specialist with a passion for helping others and experience in a client-facing role at a Tech/SaaS company. The ideal candidate is a team player who takes ownership of their role and can guide customers through their journey with Certifier.

Responsibilities:

• Handling inbound customer inquiries via email (60%), chat (30%), and other tools like screen-sharing calls (10%). We use Intercom, Slack, Loom, Zoom, Google Workspace, and our internal tools.
• Troubleshooting platform-related issues by diagnosing and resolving problems - sometimes independently, sometimes in collaboration with our engineering team.
• Working closely with the engineering team to report bugs, feature requests, upgrades, and other customer feedback, ensuring a smooth feedback loop between the engineering and our customers.
• Understanding customer issues and providing helpful information. The goal is to help customers get the most out of our product.  
• Maintaining and updating internal and external knowledge bases with guides and FAQs.

Why Certifier?

Disclaimer: This is a must-read section. If you love assisting people but are disappointed by the typical “corpo” approach to support roles, we’d be happy to have you on board.

• No constant negativity. We’re focused on delivering a high-quality product, fixing bugs fast, and keeping subscription fees fair. Your job is to SUPPORT customers, not absorb their frustration.
• No time tracking. We don’t use trackers, screen recorders, or other monitoring tools. We respect our people and care about how well you handle customers’ requests – not how long your lunch break is.
• Direct contact with the product team: We share Slack channels where you can reach out to the engineers of specific features for help—no middlemen, just swift and direct collaboration. 

Requirements:

Disclaimer: We know you might not check every box, and that’s okay! If you’re excited about joining Certifier, we’d love to hear from you.

• Experience in customer support for tech/SaaS products
• Proficiency in English (both spoken and written)
• Experience with Intercom or other multichannel support tools
• Availability to work Mon-Fri, from ~11/12 AM CET to ~7/9 PM CET
• A customer-first approach and solution-oriented mindset
• Ability to understand and troubleshoot basic tech issues
• A hands-on and proactive engagement in daily tasks
• Strong interpersonal and teamwork skills

What We Offer:

• Attractive salary of 5,000 - 8,000 PLN gross on UZ or net on B2B contract depending on your experience
• Work 100% remotely or from our office in Kraków - your choice
• Brilliant colleagues to learn from and share knowledge with
• Flat team structure with direct communication
• 24 days of paid annual leave
• MacBook and all the equipment you need for work
• Annual learning budget: courses, conferences, books, and more
• Social & team-building events/trips
• Budget for private healthcare and a sports card

If you wanna develop in the customer support area, have the right experience, and resonate with our approach to work, we’d love to see your resume. Please apply!