Job Description

The Role

As a Customer Support Advisor in Poland (UK Market) reporting to our Customer Support Manager in our Customer Support team, your purpose will be to act as the primary, empathetic point of contact for our B2B merchants and partners across the United Kingdom. You will be instrumental in delivering rapid, world-class resolutions via chat, email, and phone and ensuring a seamless, highly responsive experience that drives customer trust and retention.

What you'll be doing:

• Omnichannel Customer Support: You'll handle incoming queries from our UK-based merchants and customers across multiple channels, including live chat, email, and phone calls. You will ensure that every interaction is met with high empathy, clarity, and speed, maintaining our strict response time targets.
• Technical Troubleshooting & Problem Solving: You'll diagnose customer issues on the spot, using our internal admin tools and systems to troubleshoot account setups, calendar syncs, and transaction issues. You'll turn confusing technical friction into simple, clear solutions for our business partners.
• CRM & Ticket Administration: You'll meticulously document all customer interactions, troubleshooting steps, and resolutions within Salesforce and our support platforms. You will ensure high data integrity, leaving clean trails for your team members and senior support experts.
• Voice of the Customer Advocacy: You'll act as the direct link between our UK users and our product teams. When you spot recurring bugs, payment anomalies, or opportunities for platform improvement, you'll proactively document and escalate them to ensure our product gets better every day.
• Continuous Support Optimization: You'll participate in team syncs to refine our messaging templates, internal macros, and support playbooks. You will actively collaborate with colleagues to share best practices and help build a highly efficient, supportive, and stress-resilient team culture.

Requirements

Essentially, to ensure you succeed in this role you’re going to need:

• Elite English Language Proficiency: Fluency in English at a minimum C1 level (or Native) is mandatory. You must possess flawless written and verbal communication skills, with a keen eye for tone of voice, UK spelling, grammar, and punctuation.
• Proven Customer Support Experience: Background in digital customer support, customer success, helpdesk, or a similar client-facing environment, ideally supporting international or Western markets.
• Excellent Written & Chat Capability: Outstanding speed, accuracy, and composure in live chat environments, with the ability to manage multiple conversations simultaneously without losing quality.
• Analytical & Tech-Savvy Mindset: The ability to quickly learn complex internal tools, navigate database admin panels, and systematically troubleshoot technical problems.
• High Resilience & Ownership: A positive, proactive attitude with a strong sense of personal responsibility for solving a customer's problem end-to-end, even during peak volume hours or under tight targets.
• Strong Collaboration & Team Spirit: A cooperative attitude, willingness to learn, and comfort working in a fast-paced, highly communicative, and globally distributed team setup.

It will also help you to have:

• Experience working with customer support metrics and platforms such as Salesforce, Zendesk, Zowie, or Admin panels.
• Prior experience in a high-growth SaaS, fintech, or digital marketplace scale-up.
• Familiarity with the UK hair, beauty, or wellness industry landscape.

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