Customer Care Specialist PL

As a Customer Care Specialist, you will support the Polish market with two key priorities: providing high-quality customer care in Polish. This role is designed for the early stage of the market, where we need fast, local-language customer support while building consistent local marketing operations,  including community management. You will work closely with the global teams and the local market team to ensure smooth communication, excellent customer experience, and reliable day-to-day execution. 🚀

Your responsibilities:

• Provide customer support in Polish via our main support channels (email/chat) and by phone.

• Ensure fast, accurate, and friendly communication and improve response times (SLA).

• Handle order-related questions, delivery issues, returns/complaints, and basic product inquiries.

• Escalate complex cases to the right internal teams (logistics, warehouse, finance) and follow through to resolution.

• Collect and summarize recurring customer feedback and pain points; share insights with the team.

• Support community management on social channels: monitoring comments/DMs, basic moderation, routing requests to the right team, and responding where applicable according to guidelines.

• Assist with community/admin tasks (message routing, simple engagement support, flagging issues/opportunities).

• Help with simple reporting and operational updates (spreadsheets, status tracking, weekly notes).

• Coordinate closely with the Local Marketing Specialist to keep local execution consistent and on time.

• Support additional tasks as requested by the manager, depending on current priorities and market needs.

Your profile:

• 1–3 years of experience in customer support, customer care, operations, or a similar role (e-commerce experience is a strong plus).

• Native-level Polish and strong written communication skills; good English for daily collaboration with Czech-based teams.

• Customer-first mindset with the ability to stay calm, clear, and solution-oriented in communication (including phone support).

• Comfortable handling basic community interactions on social media (comments/DMs) in a brand-consistent tone.

• Strong organization and reliability: able to manage multiple requests, prioritize well, and follow through.

• Comfortable with basic marketing/operations tasks (localizations, scheduling, simple coordination); willingness to learn is key.

• Basic experience with helpdesk tools, spreadsheets, and social media scheduling tools is a plus.

What We Offer:

• 🚀 Dynamic environment in a fast-growing company

• ⏰ Remote work, flexible schedule, 5 weeks of vacation

• 🎁 Monthly credit for Vilgain products

• 🌱 Real space for development, ownership, and initiative