Role Description 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. 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. Qualifications - 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. Benefits - 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.

• Respond to buyer inquiries via chat • Provide diligent and friendly service • Increase sales performance through cross-selling and upselling • Contribute to the goal of maximizing customer retention • Ensure chat response time and rate SLAs are met • Identify the needs of buyers by asking relevant probing questions • Acknowledge and resolve buyer concerns and complaints • Analyze and report product and promotion issues • Actively collaborate with internal and external stakeholders

• Respond to customer inquiries promptly and professionally via email, chat, and phone • Troubleshoot common issues and provide clear guidance to customers • Collaborate with the team to ensure smooth operations and a positive customer experience • Escalate complex issues when necessary while providing accurate documentation • Maintain records of interactions and track customer feedback

Overview We’re Enterprise Mobility. A family-owned, world-class portfolio of brands that in the UK includes household names such as Enterprise Rent-A-Car. A Times Top 100 Graduate Employer, we’ve grown from a pioneering idea over 65-years ago, to the global mobility leader we are today. With a $35 billion turnover, nearly 90,000 team members and over 2.3 million vehicles across 95 countries, we’re here to advance the world, one journey at a time. Imagine what we could do for your career? We’re currently seeking home-based Customer Service Representatives to join our Enterprise Car Club evening team. ECC Helpdesk is a technical support team for our Car Club Members. We provide 24/7 mobility support to ensure service excellence for a smooth automated rental experience. With coverage across all main UK Hubs from Penzance to Thurso, members can pick up a car from any convenient on street location for as little as 30mins up to 7days! Our Clubhouse team provides 24/7 support to ECC members. This role involves working evening shifts scheduled between either between 3:00pm - Midnight or 6:00pm - Midnight up to five shifts per week across Monday to Sunday, to include 1 weekend shift. This is a remote based role and can be for between 30 and 40 hours per week. What you can expect from Enterprise Car Club: - Career and development opportunities - Preferential membership rates - Tailored training program - Part of a global contact centre team - On-going support and coaching - Fun virtual team environment If you are tech savvy and passionate about delivering great service hit the apply button today! Responsibilities - Provide exceptional customer service to Car Club members, primarily by telephone but also over email and chat - Resolve helpdesk queries relating to members accounts in a timely and satisfactory manner - Provide technical support to members - Compliance with company policies and internal processes - Using initiative and decision making skills to perform a variety of duties Qualifications - Passion for problem solving and investigating solutions for members - Attention to detail with a curious mind and desire to learn - Ability to work in a fast-paced environment. You can expect to spend 95% of your time supporting members during peak seasons. - Ability to identify risks and take appropriate action - Confidence communicating on the phone with members, colleagues and management. - Adaptability in using online systems and new technology - Strong ability to multitask using varied systems and processes - Process driven skill set that thrives when multitasking - Basic car knowledge is desirable but not essential - Enjoys working within a virtual office where fun and teamwork rules! Key (minimum) requirements - Personal - Must operate a Windows device and be able to hardwire connect to your router (Wi-Fi not permitted) - Must be able to provide a suitable home-office environment which is free from noise and any distractions. (Desk and ergonomic chair are required) - Strong PC skills and technical aptitude