Customer Support Specialist with German

About the Company

We're redefining how the world's most ambitious real estate companies run their operations. Our mission is to become Europe's leading platform for managing warehouse, logistics, retail, and multi-site commercial real estate portfolios - empowering our clients to protect revenue, boost efficiency, and unlock new value across every aspect of their business.

Our unified CAFM platform already powers the daily operations of over 250 million m² of real estate worldwide, supporting more than 500,000 professionals. Following our union with the UK's Micad and Germany's net-haus, we now help manage 100,000+ buildings across 35+ countries - and we're just getting started.

Backed by a leading growth equity investor, we're scaling rapidly and partnering with global leaders such as Prologis, ECE, CTP, Hillwood, Logicor, GLP, and Unibail-Rodamco-Westfield. As we continue to grow through strategic acquisitions and bold innovation, we stay true to our core values: adaptability, collaboration, and client focus.

About the role

As Customer Support Specialist, you're the frontline guardian of our Facility Management platform and the bridge between users and product. You provide 1st and 2nd level application support and make sure users always have a clear way forward.

A big part of the role is supporting our customer migration from one system to another. You'll guide customers through the switch end to end, so every customer lands on the new platform confident and ready to go.

This is a hybrid position, with 2-3 days per week in our office in Kraków or Warsaw.

What you'll be doing

• Support users daily via email, phone, and ticketing systems, turning their issues into calm guidance and practical next steps.
• Solve problems at the root: troubleshoot technical issues, dig for the root cause, and coordinate efficient resolutions with the right people.
• Prevent repeat issues: analyse recurring problems and work with Product & Development to improve the platform.
• Build the knowledge base: create and update documentation, user guides, and knowledge base articles so answers get faster over time.
• Onboard and train users: help new users take their first steps with ease and confidence.
• Lead customer migrations: run trainings and webinars, answer questions along the way, and spot and solve problems before they become blockers.
• Improve continuously: take part in initiatives that shape smarter platform processes for users and the team.

What you'll bring to the team

• Fluent German and English (spoken & written) - mandatory. You'll support users confidently in both languages.
• Experience in application support, IT support, or a similar role.
• Strong analytical and problem-solving skills - you get to the real cause, not just the symptom.
• Excellent communication skills and a service-oriented mindset.
• Confidence in front of an audience - experience running trainings, webinars, or onboarding sessions is a big plus.
• Ability to work independently, in a structured way, with high attention to detail.
• Nice to have: basic understanding of databases, APIs, or ticketing systems; hands-on experience with Intercom, Zoho, or Jira; experience in Facility Management or SaaS environments.

What we offer

• Competitive salary: 8,300-11,200 PLN gross (employment contract) or 10,000-13,500 PLN net (B2B), depending on experience.
• Flexible hybrid working: combine office days in Kraków or Warsaw with home office.
• A collaborative, no-micromanagement culture with honest, open feedback - we work as equals and improve together.
• Part of a fast-scaling international group with flat hierarchies, at Europe's fastest-growing CAFM company.
• Individual training and development opportunities.
• Regular team and company events.