Overview
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. Think of it as the missing digital link, bringing the human interface into the stack of the Smart Factory, generating the right data and insights that drive entirely new scales of process improvements. We’re proud to support global leaders like Nestlé, Bosch, Mars, and Danone in their digital transformation journeys and as part of the IFS family, our reach and impact continue to grow globally.
Be the first line of support in Europe
We’re looking for a Customer Support Specialist in Europe to join our global team (also includes North America & Sri Lanka). 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. In addition, as Poka operates in an international environment, English is the primary language for communicating with our clients and partners, enabling us to better serve them and represent Poka in a professional manner.
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