Customer Support Specialist

About Cyberly

Cyberly is a fast-growing cybersecurity startup serving over 100 customers worldwide, including Fortune 500 companies and some of the world's largest organizations.

We are looking for a Customer Support Specialist to join our team and help deliver an outstanding customer experience.

In this role, you will work closely with and report directly to the Customer Support & Success Specialist, supporting our customers with their day-to-day questions, requests, and technical issues. You will play a key role in ensuring customers receive timely, professional, and effective support throughout their journey with Cyberly.

We are looking for someone who is customer-focused, well-organized, detail-oriented, proactive, and enjoys working with people.

Your Responsibilities

Respond to customer inquiries via email, chat, and other communication channels in a timely and professional manner.

Provide clear and accurate information about Cyberly's products and services.

Assist customers in resolving technical and operational issues.

Escalate more complex cases to the appropriate internal teams.

Monitor customer requests and ensure timely follow-up until resolution.

Support customers during the onboarding process.

Maintain accurate customer information and support tickets in internal systems.

Collaborate with the Customer Success, Sales, Product, and Technical teams to deliver an excellent customer experience.

Identify recurring customer issues and suggest improvements to support processes and documentation.

Our Requirements

Excellent written and spoken English, along with Polish proficiency at a minimum B2 level.

Previous experience in Customer Support, Technical Support, Customer Success, or a similar customer-facing role.

Strong communication skills with a customer-first mindset.

Ability to explain information clearly, professionally, and confidently.

Excellent organizational skills with the ability to manage multiple tasks simultaneously.

High attention to detail and a responsible approach to work.

Ability to work independently with a proactive attitude.

Eagerness to learn new tools, technologies, and products.

Nice to Have

Experience working in a technology or SaaS company.

Experience with CRM or support tools such as HubSpot, Jira, or similar platforms.

Basic technical knowledge or the ability to quickly learn digital products.

Experience collaborating with technical teams.

Technical education or studies (e.g. IT, Computer Science, Cybersecurity, or related fields).

What We Offer

Flexible hybrid working model.

Modern WeWork office in the heart of Warsaw.

Opportunity to work with international customers and colleagues.

A dynamic, collaborative, and fast-growing startup environment.

Real impact on customer experience and internal processes.

Opportunity to develop your career in the cybersecurity and SaaS industry.

Benefits package to be discussed based on your preferences and needs.