Support Operator

Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in Boston, MA, with a global team and a large ecosystem of partners, Creatio serves thousands of customers in over 100 countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA.

We’re proud to be recognized by top industry analysts as a Leader and Strong Performer in multiple Gartner and Forrester reports.

In 2025, Creatio was named to Inc.’s Best Workplaces list, recognizing our commitment to employee wellbeing and a strong workplace culture.

Who We’re Looking For:

Support Operator to join our Global Customer Support Division. This role focuses on high-quality case handling, user consultations, and continuous improvement of support processes and knowledge base content.

The role is based in Poland.

Responsibilities:

• Support Operations & Case Handling
• Handle and distribute incoming support cases with proper prioritization and ownership
• Monitor the support queue and proactively take cases into work
• Provide expert guidance on Creatio products and related services
• Process service requests including cloud-related actions, licensing, and SLA activation
• Keep customers informed about case progress and resolution timelines
• Manage escalations and support critical customer situations
• Collect and analyze customer feedback to improve support quality
• Customer Communication
• Communicate with customers via phone, chat, and email in a clear and professional manner
• Provide consultations and explanations tailored to customer needs
• Perform remote sessions to assist with issue resolution when required
• Knowledge Sharing & Continuous Improvement
• Create, update, and maintain knowledge base articles and internal documentation
• Collaborate with the Academy team by providing feedback and content improvement suggestions
• Identify recurring issues and contribute to optimization of support processes and service quality

Requirements:

• Experience in customer or technical support roles
• Strong understanding of HelpDesk / ServiceDesk operations
• Excellent verbal and written communication skills
• Strong capability to explain technical concepts clearly to users
• Ability to manage escalations and critical cases with a solution-oriented approach
• Confident use of office software, email clients, and web browsers
• Basic understanding of PC architecture and networks
• Foundational knowledge of databases (DBMS) is a plus
• Strong teamwork skills and ability to manage multiple tasks simultaneously
• English proficiency at B2 level or higher

What you should expect from us:

• Growth & Development: Clear career paths, mentorship opportunities, and access to continuous learning to help you reach your full potential.
• Flexibility & Well-Being: We provide flexible work arrangements and initiatives that empower you to manage your schedule effectively, stay productive, and thrive both personally and professionally.
• Recognition & Impact: A culture that celebrates achievements, values your ideas, and empowers you to make real contributions from day one.
• Innovative Culture: Be part of a company that embraces new ideas, modern technologies, and bold thinking to stay ahead of the curve.
• Benefits & Rewards Package: We provide competitive compensation and benefits designed to support you and your family. Our rewards approach goes beyond salary, recognizing your contributions and commitment. The exact package may vary depending on your country of residence and employment type