Customer Support Subject Matter Expert with Croatian

Customer Support Subject Matter Expert with Croatian Department: Community Operations Team: Community Operations Location: Krakow, Poland Type: Full-Time **About the Role** As SME you will play a critical role in ensuring operational excellence, customer experience stability, and high-quality issue resolution. You will act as a central operational point for data insights, ticket monitoring, content translation, and cross-functional coordination, helping the team to stay ahead of trends and escalations. You will leverage tools to identify patterns in customer contacts, support escalated workflows, contribute to the creation and refinement knowledge resources, and ensure the broader org is equipped with accurate, timely information. You will collaborate closely with ECR, CommOps and Mobility teams to ensure service continuity and a seamless rider and partner experience. This is a role for a structured, detail-oriented operator who thrives in ambiguity, can independently drive deep dives, and is comfortable balancing tactical execution with quick analytical insights. **What You Will Do:** - Get firsthand insight into recurring problems, edge cases, and operational pain points that may otherwise be overlooked. Provide precise feedback on system performance, automation tools, or ticketing software, using hands-on experience. - Provide guidance and real-time assistance to team members facing challenges. Manage edge cases and resolve escalations with professionalism and efficiency. Collaborate with other Subject Matter Experts (SMEs) or other stakeholders to resolve complex issues. - Lead upskilling activities and refresher training programs to enhance team capabilities. Monitor progress during onboarding and share relevant feedback with Team Lead. - Gather feedback and insights from team members to identify patterns, trends, and common challenges. Share actionable insights with SMEs and Team Leaders to enhance processes and training programs. **Basic Qualifications:** - Croatian language C1 level - English language B2 level - Exceptional communication skills: Effective communicator, verbal & written - Detail Oriente