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- Tasks: Support European clients via chat and email, solving real operational challenges.
- Company: Join Poka, a leader in transforming frontline operations for global manufacturers.
- Benefits: Flexible remote work, generous vacation, and a MacBook Pro to kickstart your home office.
- Other info: Collaborative team culture with opportunities for continuous learning and career growth.
- Why this job: Be the first support hire in Europe and make a real impact on digital transformation.
- Qualifications: Fluent in German and English with 2+ years in B2B SaaS customer support.
The predicted salary is between 30000 - 40000 £ per year.
At Poka, we’re transforming how frontline teams operate, learn, and solve problems. Our connected worker platform is purpose-built for manufacturing, empowering frontline workers to share knowledge, collaborate in real-time, and drive continuous improvement.
We’re looking for a Customer Support Specialist in Europe to join our global team. This isn’t a call-center role - it’s a thoughtful, solution-focused position where you’ll work closely with clients in manufacturing to overcome real operational challenges. If you’re fluent in German and English, comfortable in B2B SaaS environments, and enjoy combining customer empathy with technical problem-solving, this could be your next step.
What you’ll be doing:
- Serve as a primary point of contact for our European customers via chat or email, with occasional screen-sharing sessions when needed.
- Investigate and resolve technical and functional product questions in a timely, clear, and professional manner.
- Collaborate with Product, Engineering, and Customer Success to escalate and track issues.
- Use internal tools - including AI-powered resources - to research solutions and continuously expand your product knowledge.
- Translate customer challenges into actionable feedback for internal teams.
- Contribute to knowledge base articles and internal documentation to strengthen team efficiency.
- Help shape support best practices in Europe as we grow our regional presence.
What you bring:
- 2+ years of experience in a B2B SaaS/Software customer support role.
- Fluency in both German and English (professional level or fluent proficiency).
- Experience supporting customers via chat-based platforms (Intercom experience is a strong plus).
- Familiarity working with ticketing/issue tracking tools such as Jira.
- Strong written communication skills - clear, structured, and customer-friendly.
- Confidence navigating technical conversations (you don’t need to code, but you understand how SaaS products work).
- A proactive, independent mindset - you’re comfortable owning issues end-to-end.
- Experience supporting manufacturing or industrial clients is a plus.
Why Poka?
- You’ll be the first support hire in Europe - with real ownership and influence.
- Join a collaborative, global team that values autonomy and knowledge-sharing.
- Work with leading global manufacturers driving digital transformation.
- Be part of a fast-growing, AI-forward product organization within the IFS ecosystem.
- Help frontline workers around the world solve real operational challenges every day.
What we offer:
- Dynamic and collaborative work environment.
- Generous vacation policy upon arrival.
- Remote work policy.
- A truly flexible schedule that allows you to adapt your work hours.
- Benefits Plan offered from day one.
- MacBook Pro and €500 allowance for your home office.
- Generous referral bonus.
- The tools, support, and opportunities you need to keep learning and progressing in your career.
Please note: An understanding of English is essential at Poka, as it is the language used during company-wide meetings and many internal communications, ensuring effective collaboration and decision-making.
Customer Support Specialist (German speaking) employer: Poka Inc.
Contact Detail:
Poka Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist (German speaking)
✨Tip Number 1
Get to know the company inside out! Research Poka's mission, values, and the specific challenges they tackle in manufacturing. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about helping clients overcome operational challenges, think of some real-life scenarios where you've successfully resolved issues. Be ready to share these examples during your interviews.
✨Tip Number 3
Brush up on your technical knowledge! Familiarise yourself with B2B SaaS products and how they work. This will give you the confidence to navigate technical conversations and impress the interviewers with your understanding.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and keen to join the Poka family right from the start.
We think you need these skills to ace Customer Support Specialist (German speaking)
Some tips for your application 🫡
Show Off Your Language Skills: Since we're looking for someone fluent in both German and English, make sure to highlight your language proficiency right at the start. Use clear and structured language in your application to demonstrate your strong written communication skills.
Tailor Your Experience: When detailing your previous roles, focus on your experience in B2B SaaS customer support. Share specific examples of how you've tackled technical issues or helped clients overcome challenges, as this will resonate with us at Poka.
Be Personable: Remember, this isn't just about technical skills; we want to see your customer empathy shine through. Use a friendly tone in your application to show that you understand the importance of building relationships with clients.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our growing team in Europe!
How to prepare for a job interview at Poka Inc.
✨Know the Company Inside Out
Before your interview, take some time to research Poka and its mission. Understand how their platform transforms frontline operations in manufacturing. This will not only show your interest but also help you relate your skills to their needs.
✨Showcase Your Language Skills
Since fluency in German and English is crucial for this role, be prepared to demonstrate your language proficiency during the interview. You might be asked to switch between languages or answer questions in both, so practice speaking clearly and confidently.
✨Prepare for Technical Questions
Brush up on your knowledge of B2B SaaS environments and be ready to discuss how you’ve solved technical issues in the past. Think of specific examples where you used problem-solving skills to assist customers, as this will highlight your fit for the role.
✨Emphasise Your Customer-Centric Approach
Poka values customer empathy, so be sure to share experiences that showcase your ability to understand and address customer needs. Discuss how you’ve contributed to improving customer satisfaction in previous roles, as this aligns with their focus on support excellence.