Customer Support Specialist (Polish-Speaking)

📋 Description

• • As a Polish-Speaking Customer Support Specialist, you will be the vital link between our innovative European beverage brand and its rapidly growing Polish customer base. Your primary mission is to act as a "Problem Solver & Happiness Manager," ensuring every customer interaction is positive, efficient, and reflective of the brand's vibrant, mission-driven ethos.
• • You will be the primary point of contact for all customer inquiries originating from the Polish market, handling communications primarily through email and social media platforms. This requires not only exceptional linguistic skills but also the ability to embody and convey the brand's authentic, empathetic, and fast-paced voice.
• • A significant aspect of this role involves managing the entire customer journey post-purchase. This includes meticulously processing orders, diligently tracking shipments to ensure timely delivery, and efficiently managing returns and exchanges. Proficiency with platforms like Gorgias and Shopify will be essential for seamless execution of these tasks.
• • Given the importance of consistent engagement and support for the Polish market, this position requires scheduled weekend coverage. You must be prepared and willing to dedicate a portion of your work week to weekend shifts, ensuring our Polish customers receive uninterrupted assistance and support, regardless of the day.
• • Beyond transactional support, you will serve as a key brand ambassador. This involves actively engaging with customers, not just to resolve issues, but to foster a sense of community and turn every inquiry into an opportunity to strengthen brand loyalty and create positive brand moments. Your interactions will directly shape the customer's perception of the brand.
• • The dynamic nature of a high-growth startup, particularly one disrupting the soft drink industry with "Better-for-you" lifestyle products, means you must be adaptable. You will be expected to scale your availability during peak periods, such as new product launches or significant marketing campaigns, potentially increasing your hours up to 40 per week to meet demand.
• • This role demands a proactive communicator who thrives in a fast-paced environment. You should be comfortable working independently in a remote setting while remaining a connected and integral part of a global team.
• • You will be instrumental in supporting the brand's expansion within the Polish market, contributing directly to customer satisfaction and retention. Your ability to provide creative solutions to customer challenges will be highly valued.
• • The company is a D2C leader, emphasizing sustainability and a strong community culture, built on scientific innovation. Your role will be crucial in maintaining this high standard of customer experience as the brand scales its operations and customer interactions.
• • You will be empowered to make decisions and find solutions, contributing to a culture of continuous improvement within the customer support function.
• • This is an opportunity to gain invaluable experience working with a leading European beverage brand that is making waves in the industry, offering a unique blend of lifestyle products and community engagement.
• • Your commitment to providing outstanding customer service will directly impact the success of the brand's Polish market entry and ongoing growth, making this a highly visible and impactful position within the organization.