Location and Compensation

Location: This position is fully remote for candidates located outside of Cracow. For those based in Cracow, a hybrid work model is required, with 2 to 3 days per week in the office.

Salary: 10 000–11 000 PLN/month gross (Contract of Employment via Experis).

Start Date: ASAP / within 1 month.

About the Role

Join our Customer Experience (CX) team and be part of a transformative journey! Were reshaping our CX Operating Model to deliver personalized, proactive, and predictive interactions, helping customers maximize the value of their technology investments. You’ll work in a dynamic, customer‑centric environment that values simplicity and collaboration. This role is key to building trust and long‑term relationships with our customers. You’ll collaborate with cross‑functional teams and use data‑driven insights to create a seamless customer experience. If you’re passionate about innovation, empowerment, and making a difference – this is the place for you!

Responsibilities

• Act as the main point of contact for customers regarding support‑related questions
• Manage and follow up on critical incidents affecting customer networks
• Support the Expert Care program for major accounts
• Use internal tools to monitor and resolve customer service requests
• Coordinate with internal teams to ensure timely problem resolution
• Maintain strong customer relationships through email, phone, chat, and video conferencing
• Organize and participate in root‑cause analysis upon customer request
• Lead regular customer meetings (weekly and quarterly)
• Participate in high‑severity incident troubleshooting sessions and communicate updates to customer management
• Conduct weekly case reviews and track incident KPIs and SLAs

Minimum Qualifications

Languages

• French and English – mandatory (3 of 4 customers are French‑speaking; 1 is Slovak)

• Proven leadership skills and ability to take initiative
• Experience in a support environment is a plus
• Ability to work with engineers to identify and resolve product or software issues
• Strong organizational and coordination skills
• Solid understanding of business processes in a support context
• Basic technical and networking knowledge (you’ll rely on Engineers for deep expertise)

Nice to Have Skills

• Fluency in Slovak
• Cisco CCNA certification or higher
• ITIL Foundation (intermediate level recommended)
• Understanding of enterprise IT environments

Offer

• MultiSport Plus
• Group insurance
• Medicover Premium
• e‑learning platform