CareersJob description

Customer Support QA Specialist

PLN 8500 - 10000 
gross (depending on experience and portfolio)
Remote, Poland

Hi! 😎

Before you read about our new role in the Customer Support Team - just take a look at our Culture Book and get to know us better 🚀

What is more we can officially call ourselves Dream Employer of 2023 from now on as we were granted the title this year thanks to our coworkers engagement and transparency.

At Prowly, we take special care to support our users in the everyday use of the application we create. 

And most importantly, they appreciate it 💕

If you like contact with people from different parts of the world and would like to prove yourself on the customer service front, it is a good thing, because we are currently looking for a Customer Support QA Specialist, who will help our customer support team grow in terms of customer satisfaction. The QA Specialist will provide necessary assistance and guidance to the CS team in order to solve customer cases efficiently and successfully.

👉🏻 What you will do:

  • Being a product expert who will be able to use the product knowledge to help our Customer Support teams provide excellent service. Assist with and triage complex customer requests in order to resolve those efficiently.

  • Running training and knowledge-sharing sessions for our CS team to ensure the team is up-to-date with changes introduced to Prowly.

  • Handling all kinds of customer escalations regarding financial and technical issues when the situation requires.

  • Working on improving customer self-service capabilities. It includes taking care of our Knowledge Base and setting up automated processes (i.e., chat bots) to reduce conversations with the most frequently asked questions.

  • Building and maintaining internal processes and workflows to make cross-team cooperation smooth between our Customer and Technical Support teams.

  • Managing our Customer Satisfaction Survey and the responses we receive from it to ensure customer feedback is taken into account

👉🏻 Our expectations:

  • Minimum 2 years of experience working in a similar customer-supporting role

  • C1/bilingual/native level of English

  • Excellent written and verbal communication and presentation skills

  • Previous experience working for a company in the SaaS industry

  • Practical knowledge of SQL

  • Familiarity with the digital marketing industry (web design, SEO, social media, content marketing, etc.)

Bonus/nice to have

  • Experience working in PR/digital marketing/SEO is a plus

  • Familiarity with HTML, CSS and JavaScript is a plus

🎁 What we offer

  • Attractive salary (based on an employment contract) - ranges of PLN 8 500 - 10 000 gross, depending on your experience

  • Freedom to choose the place of work (you can work on our bricks & mortar premises in Warsaw's Mokotów district or remotely - from anywhere in Poland or as a Digital Nomad)
  • Really flexible hours (you decide on your calendar)
  • Trust PTO - Take extra paid time off when you need it, beyond the standard number of days
  • The possibility of a real impact on the product/strategy of the company, we listen to our employees :)
  • English language course conducted by native speakers
  • Additional payment for benefits (Multisport and Medicover)
  • Mental Health Program (private support sessions PL/EN with therapists/psychologists)
  • Integration events
  • Referral Program
  • Macbook :)

⏰ Here’s what the recruitment process looks like:

  • Interview with Talent Acquisition Specialist
  • Meeting with CS team and homework afterwards

We’re happy that you’ve arrived here – this means that our ad has caught your attention! We’d like to meet everyone who sends us their application, however, we are unable to get in touch with everyone, so we strongly encourage you to attach at least a short message to your CV, thanks to which we’ll be able to get to know you better in the application analysis stage :)