Global Services Specialist (m/f/d)

Our requirements

• Strong knowledge of Customer Support systems, technologies, and processes, including: Contact Center, Telephony, and Unified Communications (UCC) platforms, ERP and CRM systems, Live Chat and Chatbot solutions Knowledge Management and Self-Service platforms
• Basic technical proficiency in HTML, CSS, JSON, and SQL
• Understanding of APIs, system integrations, and data interfaces
• Experience working with project teams and applying project management methodologies in a business or IT environment
• Knowledge of Quality Management and IT Service Management (ITSM) principles, processes, and tools
• Strong analytical, troubleshooting, and problem-solving skills with the ability to identify opportunities for process improvement and automation
• Excellent stakeholder management, communication, and collaboration skills
• Ability to translate business requirements into scalable system and process solutions
• Demonstrated ability to analyze large volumes of operational and customer data to identify trends, drive process improvements, and support data-driven decision-making.
• Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent professional experience
• Minimum 5 years of experience supporting, administering, and enhancing customer-facing and internal business systems, tools, and processes
• Proven experience driving the implementation, adoption, and continuous improvement of end-user technologies and self-service solutions
• Experience translating Business Unit strategies into scalable operational processes, systems, and governance frameworks
• Demonstrated experience in process optimization, automation, and service delivery improvement initiatives
• Understanding of governance models, standards, and best practices related to customer support operations, systems, and data management
• Experience working in a global, cross-functional environment with multiple stakeholders and business units

Your responsibilities

• Own the global customer support ecosystem, ensuring systems, self-service capabilities, and operational processes effectively support customers, agents, and business objectives
• Drive process optimization, automation initiatives, and digital transformation projects to improve efficiency, service quality, and scalability
• Partner with Customer Support, IT, and Business Unit stakeholders to define requirements,implement solutions, and continuously enhance the customer support experience
• Evaluate, implement, and govern support technologies, including AI-powered solutions, knowledge management platforms, customer portals, and communication tools
• Lead the documentation, deployment, training, and change management activities required for successful adoption of new systems and processes.

What we offer

• A competitive salary that matches your skills and experience
• Contract of employment
• A comprehensive benefits package including health insurance, a benefits platform with a lot of points to use every month,
• Private medical care,
• Sports card,
• Continuous learning and development opportunities, including training programs and workshops
• Hybrid model of work (3 days in the office/ week)

Recruitment for

Randstad Polska Sp. z o.o.