Helpdesk & Customer Success Operations Agent Poland

• Act as the first point of contact for client inquiries via Jira Service Management or similar platforms.
• Monitor queues track progress and escalate critical or time-sensitive issues when required.
• Maintain clear professional communication with clients throughout the entire ticket and call lifecycle.

• Provide functional and business troubleshooting for regulatory reporting or SaaS products.
• Analyze configuration issues data inconsistencies or business rule exceptions.
• Collaborate with R&D Product Management and Technical Support teams to drive effective resolutions.
• Serve as a trusted advisor for clients helping them apply best practices and get maximum value from our solutions.

• Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
• Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.
• Support response efforts for high-priority or platform-wide incidents maintaining clear internal communication and documentation.

• Occasionally assist with basic SaaS platform tasks such as user access permission changes or routine configuration support.
• Contribute to cross-functional initiatives aimed at enhancing support processes and product features.
• Support the development of internal knowledge base content and client-facing documentation.

• Bachelors degree in Business Administration Finance Information Technology or a related field (or equivalent practical experience).
• Experience in helpdesk customer support or product support is a plus.
• Experience with ticketing systems (Jira ServiceNow).
• Knowledge of regulatory reporting workflows ( Basel IV IFRS QI FATCA CRS) is a strong advantage.
• Excellent analytical skills and high attention to detail.
• Excellent communication skills inEnglish both written and verbal.
• Comfortable working in an international remote-first setup with flexible hours.

• Client-oriented with a proactive and collaborative approach.
• Highly structured calm and dependable under pressure.
• Strong communicator who values clarity and consistency.
• Proactive in driving improvements to internal processes and documentation.
• Motivated to help build and scale a globally distributed support function.

• Lets grow together join our market leading SaaS company our agile character and culture of innovation enables you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects.
• In addition to our buddy-program we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
• Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels.
• Together were better - meet your colleagues at our numerous team events.

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Unclear Seniority