Customer Support Specialist

About us

LocalZen provides SaaS solutions that help brands grow their local visibility, manage their online reputation and drive customers to their physical stores across Google Maps, Apple Maps, Bing Maps and TomTom. We combine technology with local marketing, SEO, Customer Experience and AI.

We work with large-scale companies, including Decathlon, McDonald's, Leroy Merlin, TUI and Castorama. We serve a global client base - our users manage their map listings in markets such as Poland, the UK, Germany, Sweden, Spain, France, Italy, the USA, Romania, India and Brazil.

About the role

We're looking for a Customer Support Specialist to take care of the day-to-day support of our B2B clients - by email, phone and in online meetings. It's a support role, but not a purely executional one: we want someone who notices recurring needs, organises knowledge and proposes improvements.

For our clients, great support is real business value and one of the reasons they stay with us long-term. That's why empathy, accountability and initiative matter to us.

Your responsibilities

• Day-to-day support of B2B clients - clear, professional and concrete communication.
• Receiving, organising and resolving tickets related to how the product works.
• Helping clients use the system: explaining features, processes and available options.
• Keeping track of case status and ensuring timely, consistent communication.
• Creating and updating the knowledge base, guides, checklists and response templates.
• Analysing recurring questions and problems and proposing product and process improvements.
• Coordinating client matters with the Product, Sales, Customer Success and Development teams.
• Travelling to events, conferences and client meetings, and representing the company.
• Preparing client reports based on the business data available in the system.
• Spotting risk signals in client relationships, as well as opportunities to grow them (up-sell, cross-sell).

Who we're looking for

Must-have

• At least one year of experience in Customer Support, B2B client service or Account Management at a SaaS company.
• Excellent written and verbal communication - you speak to clients in a professional yet natural way, and you write clearly, concisely and with attention to detail.
• The ability to moderate client meetings and to build a positive atmosphere and a strong image of the company during them.
• The ability to manage and de-escalate crises in difficult situations.
• Skill in building the company's image and authority among clients and colleagues.
• The ability to independently upsell services to LocalZen clients.
• Self-reliance, proactivity and a problem-solving mindset.
• Good work organisation and the ability to handle several topics in parallel.
• You're comfortable picking up the phone, asking follow-up questions and seeing a case through to the end, even in trickier situations.
• Technological fluency and ease working with new tools, including AI.
• Polish at native level.
• English at a minimum level of C1.

Nice-to-have

• Familiarity with the Google ecosystem (Google Business Profile, Google Maps) and Apple Maps.
• Experience with a ticketing system or CRM (HubSpot, Intercom, Notion, ClickUp).
• The ability to write clear instructions, knowledge bases and educational materials for clients.
• Knowledge of Customer Experience, local marketing and SEO.
• An additional foreign language (e.g. German, Spanish, French, Italian or Portuguese).
• Gallup / CliftonStrengths test - if you've taken it, we'd love to hear about your talents. We treat it as extra context for our conversation, not a formal requirement.

Work model

Hybrid or remote, with occasional meetings at our Poznań office (eNStudios):

• if you're based in or near Poznań - we meet at least 1 day a week,
• if you're based outside Poznań - we invite you to the office at least 1 day a month.

Compensation

• Base salary: 9 000-12 000 PLN net + performance-based bonus tied to contract renewals and cross-sell / upsell results (on avarge ~10 000-15 000 PLN net in the first 3 months total - no upper limit)
• B2B contract

What we offer

• A real impact on the quality of client support and on how our support function works.
• Work close to the product, our clients and the decision-making team - you co-create processes rather than just following them.
• A lot of independence, partner-like communication and room for your own ideas.
• Projects in international markets and collaboration with major brands (Decathlon, McDonald's, Leroy Merlin, TUI, Castorama).
• Private medical care with LuxMed.
• A MultiSport card.
• A well-equipped work setup: laptop and phone.
• A comfortable office in Poznań (eNStudios) and a small, close-knit team built on shared values and a supportive atmosphere.