Customer Support Specialist - Tier 1

Customer Support Specialist - Tier 1 Operations | Remote working Any location, Poland

Background:

Ziflow is the leading creative collaboration platform that helps agencies and brands deliver exceptional creative work by streamlining feedback on any creative asset from concept to delivery. Customers include Showtime, McCann Worldgroup, AWS, Weber, Specialized and Dupont.

Ziflow was founded in 2016 and serves thousands of customers across the world. Team members are located in the US, UK, Poland and South Africa.

The Ziflow executive team has extensive experience building, growing and successfully exiting SaaS businesses in this product category.

This is a great position in an exciting company, working with two experienced and successful B2B SaaS entrepreneurs who have already built a successful team and business in Poland.

Opportunity Overview:

Embrace the role of a Customer Support Specialist on a full-time basis, enjoying the liberty to work remotely from any locale within Poland. Your designated working hours are 16:00 to 24:00, granting you the autonomy to select your preferred working environment—whether it's from the comfort of your home office, a bustling coffee shop, or a tranquil beach setting, the emphasis is on achieving excellence in your output. We champion a healthy work/life balance, motivating our team to maintain vibrancy and creativity in their roles.

Role Summary:

In this critical role, you'll serve as the first point of contact for our esteemed customers, guiding them through their initial engagement with Ziflow. Your responsibilities will include addressing basic inquiries, troubleshooting common issues, and ensuring customers are fully equipped to utilize our product effectively. Your aim will be to provide stellar customer service, contributing to our ethos of building and nurturing enduring customer relationships.

Responsibilities Include:

• Become a Ziflow product expert - understand the product, pricing, systems and operational procedures.
• Efficiently manage first-level support inquiries through emails and live chats, directing more complex issues to the appropriate team members for resolution.
• Assess and resolve common customer issues, documenting interactions and escalating them for further investigation when necessary.
• Educate customers on the latest product features and enhancements
• Commit to maintaining Ziflow's high customer satisfaction levels with superior service quality.
• Log and track customer interactions, sales activities, and relevant data using our proprietary systems.
• Facilitate seamless collaboration with other Ziflow departments, such as Product & Development, Account Management, Sales, and Marketing, to ensure a cohesive customer experience. 

About the Perfect Candidate:

• At least 1 year of experience in a customer service role, preferably in a Tier 1 support capacity.
• Exceptional English communication skills, both written and spoken.
• Analytical thinker with effective problem-solving capabilities.
• Demonstrates patience, detail orientation, openness, and creativity.
• Able to thrive under pressure and manage stress effectively.
• Proficient in multitasking, prioritizing tasks, and managing a significant workload.
• Independent and self-driven, yet a collaborative and proactive team member.
• While not mandatory, prior experience with customer support or project management software such as Intercom, Maxio, or Productboard is highly valued. Additionally, a strong understanding of APIs and Webhooks will be considered a significant asset.

Diversity, Inclusion & Belonging:

We believe diversity is strength, inclusion is non-negotiable, and belonging is essential. Ziflow is a truly global company that is open to anyone and everyone regardless of race, ethnicity, ability, gender, sexual orientation, religion, or anything else that is part of the rich tableau that makes up humanity. All are welcome here.