Requirements

Expected technologies

Jira

Zendesk

Operating system

macOS

Our requirements

🔍 2–4 years in technical or customer support (ideally in SaaS or ecommerce)

🔍 Excellent written English: clear and helpful, especially on technical topics (at least level B2)

🔍 Strong analytical and problem-solving skills

🔍 Experience with Zendesk, Jira, or similar platforms

🔍 Ability to replicate issues and document them precisely

🔍Highly organized, curious, and proactive

🔍 You approach problems with an AI-first mindset, safely using tools to solve or simplify tasks, such as using tools like Zapier, N8N, or similar

🔍 Empathetic and patient when working with customers

Your responsibilities

This role is based in our Poznań office and requires hybrid presence. Once fully onboarded and trained, you'll have the flexibility to work remotely, with an expectation of being in the office at least 2-4 days per week.

What you’ll do

✔️Respond to support tickets (via Zendesk), diagnose issues, and offer clear solutions

✔️Determine if issues stem from user error, known limitations, or new bugs

✔️Write detailed, structured bug reports in Jira for the product/engineering team

✔️Follow up on open issues and communicate updates to creators

✔️Maintain and improve internal support documentation

✔️Monitor shops for potential fraud and flag policy violations

✔️Use AI tools to optimize support workflows