Customer Support and Operations Specialist with German (SaaS Business Applications)

The Customer Support and Operations Specialist ensures that our clients can work with our applications reliably and as intended, by combining second-level support with proactive customer enablement. By resolving incidents, training power users, and supporting onboarding and rollouts, they help maintain smooth operations while adhering to our SLAs. The ultimate objective is to contribute directly to customer satisfaction, adoption, and long-term retention. Simon-Kucher Engine's digital end-to-end solutions deliver sustained top-line impact for our clients. Are you interested in working in a team of digital evangelists with a can-do attitude? And most importantly, do you want to make a difference? Then you've come to the right place!

The salary for this position ranges from PLN 12 000 to PLN 12 500 gross/month (UoP), depending on the candidate’s relevant experience, skill set, level of expertise and overall fit for the role. Additional factors such as industry background, technical competencies and interview performance may also influence the final offer. The compensation package at Simon-Kucher CBS consists of a gross base salary, a monthly remote work allowance and an annual bonus. The bonus is paid in December and is based on the results of a 360-degree performance evaluation.

Please remember to submit your application in English. Other applications will not be considered. The candidate should have an EU work permit, we do not offer visa for this position.

What makes us special:

• Become part of a unique entrepreneurial team. Think independently, use your initiative, and take some risks. Entrepreneurship is a powerful force that drives the growth not only of our firm but our clients and people.

• Unlock the power of opportunity. Advance your career in a thriving company that creates positive impact. We invest in your professional development every step of the way.

• Enjoy balance and flexible working. Be empowered to do your best work – whether it’s remotely or in the office.

• Work in a values-driven culture. At Simon-Kucher, our vision is to become the world's leading growth specialist. Our values guide the way we do business and communicate our distinctiveness. They sum up what we stand for, influence our culture, and drive how and why we do things.

How you will create an impact:

• You will provide 2nd-level support, diagnose and resolve technical problems, ensuring that our customers can work smoothly with our applications.

• You will deliver training to customer power users, clients and Partners (collaborating with both business and technical users).

• You will respond to customer support requests and inquiries, ensuring timely resolution and customer satisfaction.

• You will monitor SLA adherence and collaborate with cross-functional teams to escalate and resolve critical incidents.

• You will document and track support cases, including root cause and resolution.

• You will contribute to the development of support documentation and knowledge base articles.

• You will mentor and support new team members during onboarding.

• You will support post-go-live activities (e.g., small change requests), ensuring delivery on time, within budget, and in line with quality standards.

Your profile:

• You are fluent in German at a minimum C1 business level.

• You are proficient in English (professional working proficiency).

• You have 2+ years of experience in SaaS application support.

• You have a basic knowledge of ITIL v4 and service management principles (preferred).

• You have experience in working with ticketing systems (e.g., Zendesk).

• You have strong problem-solving skills including analytical thinking, a structured way of working, and the ability to solve complex problems. You demonstrate personal responsibility and a team-oriented approach to work.

• You have excellent communication and interpersonal skills, as well as empathy, patience, and a focus on customer satisfaction.

• You can maintain an overview when prioritizing and managing multiple tickets, even in stressful situations.

• You have obtained Bachelor’s degree in Computer Science, Information Technology, or a related field.

• An understanding of core concepts in data engineering and data interfaces is nice to have.

If you’re interested, and if you’d like to offer your skills and commitment to our international team, then we would be pleased to receive your application.

Hit the ‘Apply Now’ button to begin your application

About Simon-Kucher Simon-Kucher is a global consultancy with more than 2,200 employees in 30+ countries. Our sole focus is on unlocking better growth that drives measurable revenue and profit for our clients. As a trusted commercial advisor, we combine deep consulting expertise, growth specialization, and technology to scale impact. We optimize every lever of commercial strategy – product, pricing, innovation, marketing, sales, and digital – based on deep insights into what customers value and are willing to pay for. With over 40 years of experience in monetization, we are regarded as the world’s leading commercial growth and pricing specialist. simon-kucher.com

We believe in building a culture that embraces diversity, equity, and inclusion, creating an environment in which our people feel valued, are able to be themselves and feel their contribution matters. If we get that right, remarkable things will happen; people will grow faster, innovate, feel valued, and create better outcomes for everyone – our people, our clients and, of course, our business.

Your personal contact: Karolina Ratajczyk karolina.ratajczyk@simon-kucher.com