Customer Support Specialist with English

The Customer Support Specialist, Tier 1, will be among the first line of support for our Forms customers. As a member of the Forms support team, you will be responsible for delivering exceptional customer support via email, video/phone call, and occasionally chat-based support. In between offering support to our external customers, you will also be asked to provide support to our internal customers, the Formstack team via our Formstack Slack channels, team meetings, and asynchronous collaborative work. This will be a full-time, office-based position located in Krakow, Poland.

As a member of the customer support team, you will actively communicate customer needs within Formstack to reduce friction points for customers. Support Specialists will learn and develop skills to collaborate cross-functionally in the interest of customer advocacy and proactive support. This role will be essential in helping our company keep customer needs front and center. Experience with written documentation is a plus!

Preferred knowledge:

• Online forms
• Basic programming (HTML, CSS, JavaScript)
• Experience contributing to the build-out and maintenance of both internal and external knowledge bases
• SaaS experience

How You Will Succeed:

• Learn the ins and outs of our Formstack products and services
• Be the primary point-person for incoming support requests via email, chat, and/or scheduled phone support.
• Work in a fast-paced environment and be able to meet and exceed our service standards in ticket volume, CSAT, and quality metrics
• Create written and/or video documentation, and assist in keeping these resources up-to-date
• Think of new and creative ways to solve customer issues, and share these ideas with the team
• Participate in product development by sharing customer feedback and your unique perspective as a Formstack expert

What We Are Looking For

• Work closely with the Formstack team to answer questions, provide feedback, and assist in finding use-case solutions
• 1-2 years of Customer Support experience in a moderately technical environment.
• Proactive, resourceful, and more importantly empathetic
• Able to work successfully with minimal oversight
• Ability to tackle complex issues
• Able to think outside the box and look for alternative solutions
• Good time-management skills
• Willing to learn, and handles change well

Recruitment Process:

1. Screening call (30–45 minutes).
2. Video interview with Senior Managers.
3. Final face-to-face interview in the office with the Hiring Manager.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Formstack, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway.

You may be just the right candidate for this or other roles.

Formstack is an equal-opportunity employer. We are passionately committed to equitable hiring and boldly dedicated to diversity in our work and staff.