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.