Customer Support Specialist

About Us

Optiply is at the forefront of three rapidly expanding sectors: Software as a Service, Artificial Intelligence, and E-commerce. With our intelligent purchasing software, we empower over 300 web shops and wholesalers to make smarter buying decisions, using predictive analytics to optimize inventory management.

Job Description

We’re looking for a Customer Support Specialist to help us provide world-class service to our customers.

As a Customer Support Specialist, you’ll play a pivotal role in our customer success journey. If you're tech-savvy, customer-focused, and excited about working in a dynamic startup environment, we’d love to hear from you.

This Is What You'll Be Doing

• Own and drive key support metrics such as response time, resolution time, and customer satisfaction (CSAT).
• Be the primary contact for customer support, handling both technical and non-technical inquiries across email, live chat, and phone.
• Deliver timely, accurate, and empathetic responses to customer queries, resolving issues independently or coordinating with team members.
• Develop deep expertise in our product to provide comprehensive assistance to customers and act as an internal knowledge hub.
• Escalate critical issues and complaints when needed while providing suggestions for process improvements.
• Maintain and update our online FAQs, ensuring they reflect the latest customer insights and feedback.
• Proactively identify recurring issues and suggest improvements to reduce support queries over time.
  
  

This Is Who We’re Looking For

We welcome candidates from diverse backgrounds and levels of experience. You’ll thrive in this role if:

• You’re a people person with a knack for empathy, strong communication skills, and a structured, detail-oriented mindset.
• You’re excited about technology and eager to learn the ins and outs of a tech-driven company in the fast-paced e-commerce industry.
• You’re curious, resourceful, and unafraid to tackle new challenges.
• 1–2 years of experience in a customer-facing role (customer support, sales, or similar).
• A passion for technology and data, with a knack for picking up new tools quickly.
• Exceptional communication skills:
• Fluent in English
• The ability to thrive in a fast-growing, rapidly changing environment.
• A proactive attitude and problem-solving mindset.
• Comfort with digging into system details to uncover and resolve issues.

Bonus Points

• Familiarity with tools like Intercom, Postman, or JIRA.
• Experience in retail, technical, or e-commerce support.
• Knowledge of SQL or experience with helpdesk and CRM tools like Zendesk or HubSpot.
• Additional language skills.
  
  

This It What We Offer

• Competitive Compensation Package: Reflects skills and contributions.
• Holistic Work-Life Harmony: Values personal time and promotes a healthy work-life balance.
• Comprehensive Health Coverage: Robust insurance plans.
• Investment in Professional Growth: Paid training programs.
• Adaptable Work Hours: Flexibility in schedule.
• Hybrid Work Model: combining remote and in-office work.
• Strategic Career Development: Personalized growth plans and advancement opportunities.
• Tailored Workspace Setup: High-quality PC, monitor, keyboard, etc.
• Social Fridays: Casual drinks fostering team camaraderie.
  
  

This Job Description made your day?

Then send us your CV in English and lets talk!