Customer Support

• deliver consistent support services to customers for core products
• ensure customer centricity in all operations
• manage support relationships with key accounts
• track performance against agreed metrics
• promote AI use in customer support
• collaborate with global support managers on service improvements
• handle customer escalations alongside A/C Managers and CSMs
• build action plans for areas of improvement
• foster knowledge management culture

Customer Support Manager

• Providing support for the clients’ employees who contact us with questions about HR procedures or their employment benefits through various channels (phone, webchat or other).
• Explaining how to use the online HR systems.
• Investigating more complex cases.

Customer Care Delivery Specialist, HR Services, English, German

• Team Management & Development: Set goals, monitor KPIs, organize daily workflows, and continuously upskill and motivate team members.
• Quality Assurance & Support: Ensure work standards are met through regular contact monitoring, audit task accuracy, and assist the team in resolving complex customer issues.
• Reporting & Analytics: Analyze team performance, prepare result presentations, and report on metrics, team status, and morale to upper management.
• Process & Tech Optimization: Review and improve Customer Support processes, collaborate with Product Support, and recommend technical solutions to drive innovation.
• Key Account Revenue: Develop tailored solutions to maximize revenue and retention from high-value clients.
• Product Feedback: Identify system irregularities (Booksy Biz/Booksy for Clients) and report them following established procedures.

Customer Support Team Leader – m/f/d

• Omnichannel Customer Support: You'll handle incoming queries from our UK-based merchants and customers across multiple channels, including live chat, email, and phone calls. You will ensure that every interaction is met with high empathy, clarity, and speed, maintaining our strict response time targets.
• Technical Troubleshooting & Problem Solving: You'll diagnose customer issues on the spot, using our internal admin tools and systems to troubleshoot account setups, calendar syncs, and transaction issues. You'll turn confusing technical friction into simple, clear solutions for our business partners.
• CRM & Ticket Administration: You'll meticulously document all customer interactions, troubleshooting steps, and resolutions within Salesforce and our support platforms. You will ensure high data integrity, leaving clean trails for your team members and senior support experts.
• Voice of the Customer Advocacy: You'll act as the direct link between our UK users and our product teams. When you spot recurring bugs, payment anomalies, or opportunities for platform improvement, you'll proactively document and escalate them to ensure our product gets better every day.
• Continuous Support Optimization: You'll participate in team syncs to refine our messaging templates, internal macros, and support playbooks. You will actively collaborate with colleagues to share best practices and help build a highly efficient, supportive, and stress-resilient team culture.

Customer Support Advisor – UK market

• Managing end-to-end sales order in the ERP system (e.g. facilitation of on-time delivery, product substitutions and invoicing)
• Handling return order process and driving resolution of non-technical customer complaints
• Supporting customer inquiries (e.g. quotations order placement, tracking, delivery status updates, product information)
• Acting as the primary point of contact between customers and internal stakeholders (Sales, Supply Chain, Finance, Technical Services)
• Ensure data accuracy in invoicing, sales orders, and credit/debit notes processing
• Building strong collaboration with the commercial organization on orders

Customer Care Representative, Order Management, Dutch

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure.
• Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts.
• Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience.
• Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team.
• Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.
• Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
• Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life.
• Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.
• Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

Customer Service Manager

• Provide Phone support for business Customers and Partners.
• Provide Written support in Email and Chat for Business Customers and Partners.
• Manage Cases and varying administrative tasks.
• Ensure high customer satisfaction.
• Process and communication assistance for colleagues.
• Complete various ad hoc statements.
• Work independently in the following topics: Invoicing, Terminals or Acquiring.

Customer Service Representative – Nordic Languages

Customer Service Representative, Swedish

Customer Service Representative, Norwegian

• Telephone support for business customers and partners
• Written support in Email and Chat of business customers and partners.
• Case management/varying administrative tasks.
• Ensuring high customer satisfaction.
• Process and communication assistance for colleagues.
• Work in one of the following topics: Invoicing, Terminals or Acquiring.

Customer Care Agent, Finnish

• Act as the coordinator between multiple stakeholders, ensuring alignment, clarity and timely delivery across all assigned initiatives
• Develop and maintain clear, structured, and regularly updated project reporting to support decision‑making and ensure transparency
• Coordinate internal initiatives such as workshops, trainings, Town Halls and team events
• Drive operational excellence in planning and execution of internal activities
• Ensure smooth logistics, communication and stakeholder alignment for events and initiatives
• Build and maintain robust Excel‑based or Power BI‑based reporting solutions, ensuring data accuracy, quality and reliability
• Conduct regular data validation, perform structured quality checks and identify areas requiring correction or optimization
• Support budget tracking, cost monitoring and financial reporting for programs and initiatives
• Collaborate with Finance and leadership on forecasting and budget optimization
• Standardize ways of working, templates and reporting approaches
• Promote knowledge sharing and best practices across teams
• Work closely with cross‑functional teams to ensure alignment on priorities, timelines and expectations
• Facilitate information flow and maintain strong working relationships with internal stakeholders at various levels of the organization

Business Support PMO Specialist

• Support clients via chat, email, and calls on our platform
• Manage schedules, course changes, teacher swaps, and account updates
• Communicate clearly and warmly in English and Romanian
• Solve issues fast, anticipate needs, and boost satisfaction with our services
• Run check-in calls and handle feedback with care
• Keep records accurate and workflows smooth

Customer Service Manager – Polish, English, Russian

• First-line support, which includes handling customers and internal users requests via chat, email, and phone (rarely happens) in English
• Provide consultations about our products and services, such as Cloud, CDN, Hosting, AI and more
• Resolve technical issues by providing technical diagnostics and collect the information about customers and users incidents, forward it up to the higher levels of technical support if needed.

Customer Support Specialist, Day Shift

Customer Support Specialist

• Delivering excellent customer service including telephone and mail etiquette
• Providing first line support for hotels-related problems and trying to fix the problems or answer the questions as efficient and sufficient as possible
• Solving problems related to payments
• Responding to emergency situations and taking appropriate actions

Junior Customer Service Consultant, French, English

• Provide exceptional technical support via calls, chats, and emails;
• Resolve support inquiries of various difficulties, including “how-to” guidance and product assistance;
• Gather required technical information to ensure the resolution of complex cases;
• Ensure customers' satisfaction with any interaction;
• Maintain working knowledge of our client’s products and services;
• Securely work with customers’ sensitive information;
• Troubleshoot common issues using the knowledge base and update transaction statuses when needed;
• Escalate complex, repetitive, or merchant-related issues to L2 team;
• Ensure proper case handling and follow-up to support timely issue resolution.

Customer Support Consultant, Fluent English & Polish

• Timely gather all relevant info to accurately respond to all customer queries related to:
• product availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
• Accurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)
• Validation and order entry of customer purchase orders within defined target and quality
• Ensures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion, etc)
• Covers order scheduling according to customer specific requirements as well as internal stock availability
• Set up, document and maintaining the order entry process for assigned customers
• Act as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end to end cycle where possible as well as maximize revenue
• Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
• Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
• Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
• Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities
• Supports all customer disputes regarding standard return transactions, short shipments, and ensures fast resolution in collaboration with other internal departments
• Ensures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
• Ensures accurate processing of performance rebates, special pricings and quotes
• Acts within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices and working with Dispute Resolution Team when applicable.
• Applies HOS methodology, quality standards and process compliance in day to day activities
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
• Based on business requirements, participates in current projects related to process improvements, task automation, process standardization and data update. Performs basic tasks and tests based on clear work instructions.
• Getting familiar with existing documentation (Value Stream Maps, Standard Operational Procedures (SOPs,), Transition checklists, RASIC and other)
• Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
• Participates in SAP, Salesforce, InContact and any other necessary system implementation.
• Builds professional relationship with the counterparts and related functions.
• Sharing the knowledge gathered during the Knowledge Transfer (KT) at sending site with the receiving team.
• Acts as delegate & escalation point on low complexity cases on team leader’s/ manager’s request
• Supports end to end customer onboarding and operational training for new team members
• Ensures customer experience improvement by engaging with the Customer Satisfaction detractors and providing input for action plan
• Supports building a knowledge base library with customer/process specifics
• Supports development and creation of functional training materials for the specific region
• Periodically reviews the SOPs to capture all relevant business requirements as well as users’ feedback and liaises with the relevant function for any improvement opportunity/process & customer update

Senior Customer Experience Specialist

• Provide Level 2 operational support for Palantir environments
• Investigate and resolve incidents and production issues
• Support problem management activities
• Analyse logs and monitoring data
• Troubleshoot application and platform issues
• Support integrations and interfaces between systems
• Work within ITIL aligned operational processes
• Escalate and coordinate issues where required
• Support platform stability and operational excellence

L2 Support Specialist

• Calculate and process discounts, rebates, and commissions for external partners and agents working for PPG
• Prepare and manage invoices and billing documents with high accuracy
• Manage customer master data and transactions in the system
• Ensure data integrity and confidentiality across all financial records
• Analyze discrepancies and resolve issues related to financial calculations
• Liaise with external partners to verify and process their commissions
• Maintain documentation and keep procedures (e.g., SOPs) up to date
• Support onboarding and training of Junior Specialists
• Identify process improvement opportunities and propose solutions

Senior Customer Service Specialist, Italian

• Responds to customer inquiries and expedites critical orders
• Communicates dispositions and researches issues
• Provides support to sales team members and external customers
• Maintains and updates records as required
• Identifies opportunities to improve processes

Customer Support jobs in Poland

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