Job Description

The Technical Support & Vendor Governance (Customer Support Specialist) is in charge for optimizing the customer support function, ensuring high levels of customer satisfaction, team performance, and operational excellence. This role supports and collaborates with external support agents and the team leader to foster a strong collaboration, oversees daily operations, resolves escalated issues, drives improvements in service delivery and helps creating synergies between offshore team and local sales reps.

Your tasks as Technical Support & Vendor Governance (Customer Support Specialist):

•Manage relationships with external service providers, addressing inquiries and resolving issues promptly.

•Monitor and improve key customer experience metrics (e.g., CSAT, NPS), proactively identifying and resolving pain points.

•Train and coach support team members, promoting a customer-first mindset and service excellence.

•Continuously optimize support tools and systems to enhance operational efficiency and service quality.

•Oversee multi-channel support operations (email, chat, phone), ensuring timely responses and adherence to SLAs and KPIs.

•Uphold high standards of service quality, ensuring the team consistently meets or exceeds SLA targets.

•Handle escalated and complex customer issues with urgency, empathy, and effective resolution.

•Generate and interpret support performance reports to inform data-driven decision-making and process improvements.

•Maintain up-to-date documentation, procedures, and knowledge bases.

•Provide actionable customer insights to internal teams to support product and service enhancements.

•Ensure seamless use and integration of CRM systems to support customer support operations.

Your profile as Technical Support & Vendor Governance (Customer Support Specialist):

• Bachelor’s degree in Business, Communications, or related field

• 3–5+ years of experience in customer support

• SaaS Platform : Understanding of cloud-based systems (e.g., user management, subscription models). Familiar with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management).

• Automotive Diagnostics Knowledge: Familiarity with OBD-II protocols and diagnostic tools. Understanding of vehicle systems (e.g., ECU, CAN bus, sensors).

• Workshop Management Software Knowledge: Experience with or knowledge of workshop software (service scheduling, inventory, invoicing). Understanding of integrations with parts suppliers, CRM, and billing systems.

• Basic Networking & Connectivity Troubleshooting: Wi-Fi/Bluetooth connectivity troubleshooting for diagnostic tools.

• Communication, feedback and collaboration: understand, communicate, constructive feedback with PO’s

Why join ZF in Warsaw?

You will work in an open and transparent corporate culture where ownership, accountability, diversity, and respect are important values. Our employees are passionate about their jobs and believe that team spirit and fun are at the heart of our success. We foster an environment with healthy self-reflection and continuous improvement, where outside ideas are genuinely valued, and every team member can influence decisions and question current norms.

In this stimulating, fast-growing, and challenging environment, we offer you:
• Flexible working hours
• Hybrid mode of work (home office and work on premises)
• Private medical care (Lux Med)
• Life insurance
• Annual bonus
• Mulitisport Card and Cafeteria System

Be part of our ZF team as and apply now!

Contact

This job is found at InterviewStack.io

Skills

crmzendeskjiraprocess improvementcustomer supporttechnical supportticketing systemsdata driven decision makingcan bus

About ZF Group

ZF is a global technology company supplying advanced mobility products and systems for passenger cars, commercial vehicles, and industrial technology.

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