B2B Customer Support Agent – Software License E-Commerce (Polish/English)

We're looking for a reliable, detail-oriented Support Agent to handle inbound customer inquiries via email and live chat. You'll be the first point of contact for our B2B clients — answering questions about orders, license keys, product compatibility, invoices, and delivery issues. Most interactions are in Polish; some are in English. This is a long-term, part-time remote role with potential to grow into full-time. Responsibilities Respond to customer emails and chat messages in Polish (and English when needed) Assist with order status, license key delivery issues, and activation problems Handle invoice and VAT documentation requests Escalate technical product issues to the appropriate team member Log recurring issues and maintain a basic FAQ/knowledge base Process simple refund or complaint cases following internal guidelines Requirements Native or fluent Polish speaker (C1/C2) — this is a hard requirement Good written English (B2 minimum) Previous experience in e-commerce or SaaS customer support Comfortable working with helpdesk tools (Freshdesk, Zendesk, or similar) Reliable, self-managed, and responsive during agreed hours Basic familiarity with Microsoft software products (Windows, Office) is a strong plus Nice to Have Experience supporting B2B clients or IT resellers Knowledge of Polish VAT invoicing norms Familiarity with license key products or digital goods fulfillment Contract Details Type: Hourly / Part-time to start (approx. 3–4 hours/day) Hours: Monday–Friday, coverage during Polish business hours Location: Remote (Poland preferred, but open) Language: Polish primary, English secondary