Product Expert

About your Team:

We are a team of product experts dedicated to ensuring customers, colleagues, and end users get the most out of our solutions while continuously enhancing our Customer Effort Score. 

Our role extends beyond traditional support—we operate at the intersection of Customer Success and Technical Support, acting as both problem-solvers and product advocates. We take a proactive approach to customer engagement, ensuring users not only resolve their issues but also unlock the full potential of our products.

You will be responsible for:

• Guiding new clients and trial users toward becoming long-term subscribers by understanding their unique needs and demonstrating how our solutions can best support them.
• Facilitating a seamless onboarding experience by helping subscribers set up their accounts efficiently, ensuring they can start leveraging our products immediately.
• Taking ownership of customer education by organizing engaging online events like webinars or live training sessions.
• Empowering customers with the knowledge and skills needed to maximize our products’ value by providing expert guidance, troubleshooting issues, and addressing their concerns promptly.
• Proactively engaging with customers, offering tailored solutions and improvement suggestions before they encounter issues, and demonstrating a commitment to their success.
• Working on small to medium-sized initiatives that enhance key business metrics, such as expanding knowledge bases, developing educational material, training employees, and contributing insights for new product features.

You may be a good fit for this role if you have: 

• Hands-on experience troubleshooting SaaS products across web, desktop, and mobile platforms.
• Excellent knowledge of the English language.
• A strong background in proactive customer engagement, ensuring users get the most out of the product.
• Experience collaborating with B2B customers to diagnose and resolve basic technical issues efficiently.
• A foundational understanding of HTML and JavaScript, allowing for effective troubleshooting and guidance.
• The ability to stay composed and solution-oriented under pressure while assisting customers.
• Exceptional teamwork and collaboration skills, as you’ll serve as a key point of contact for both core customers and internal teams.
• A track record of solving technical challenges related to software products.

The way we work:

We have implemented a hybrid workplace, in which our team in Wrocław and nearby (up to 50 km), follows a 3/2 model: three days in the office to foster creativity, teamwork, and social interaction, and two days working from home.

If you’re based outside of Wrocław, you'll work in the office for three days each month to maintain valuable face-to-face connections, while continuing to contribute significantly to product development remotely.