Customer Care Specialist (Polish & English)

Role Title: Customer Care Specialist (Polish & English)

Role Summary
We are looking for a Customer Care Specialist to deliver a high-quality support experience to our customers in Polish, with English used for internal communication, documentation, and selected customer cases. In this role, you will combine strong communication skills with genuine care to resolve issues efficiently, build trust, and improve the overall customer experience.

Key Responsibilities
• Provide timely, empathetic customer support in Polish via email, chat, and/or phone, ensuring a positive experience from first contact to resolution.
• Handle customer questions, complaints, and service requests by diagnosing needs, troubleshooting, and offering clear next steps.
• Communicate complex information in a simple, customer-friendly way and confirm understanding before closing cases.
• Escalate product, technical, or policy-related issues to the appropriate teams and follow up until resolution, keeping customers informed.
• Document interactions accurately in the CRM/ticketing system, maintaining clear notes, tags, and case outcomes.
• Follow support processes, SLAs, and quality standards; contribute to continuous improvement by sharing insights and recurring issues.
• Collaborate with internal teams using English (at least B1 level) to clarify cases, translate context, and align on solutions.
• Identify opportunities to improve customer satisfaction and retention through proactive communication and thoughtful support.
• Support customer education by sharing guides, FAQs, and best practices, and suggesting content updates when gaps are identified.

Must-Have Requirements
• Fluent Polish (spoken and written).
• English at least B1 level (spoken and written) for internal collaboration and documentation.
• Strong communication skills: ability to listen actively, ask the right questions, and explain solutions clearly.
• Strong customer care mindset: patience, empathy, and ownership of outcomes.
• Comfortable working with ticketing/CRM tools and basic office software (training provided if needed).
• Ability to stay organized, manage multiple cases, and meet response-time expectations.

Nice-to-Have Qualifications
• Previous experience in customer support, customer service, contact center, or hospitality roles.
• Experience supporting customers through chat and email in addition to phone.
• Familiarity with common support tools (e.g., Zendesk, Freshdesk, Intercom, Salesforce Service Cloud) or similar platforms.
• Experience working with KPIs such as CSAT, first response time, and resolution time.
• Experience working in an international team or environment where English is used daily.

What Success Looks Like
• Customers feel heard, respected, and supported—regardless of the issue complexity.
• Cases are resolved accurately and efficiently, with clear documentation and thoughtful follow-up.
• You consistently communicate with care, maintain professionalism, and contribute to a positive team culture.

Equal Opportunity
We welcome applications from all qualified candidates. We are committed to creating an inclusive environment where everyone can do their best work.

• Training and onboarding support

• Inclusive, collaborative team environment

• Opportunities to develop customer service and communication skills

• Supportive leadership and clear processes