Service Operations Specialist

Warsaw, Poland
Full Time
Partner Services
Mid Level

Location: Warsaw, Poland

Salary: 6,650 PLN gross monthly

We equip changemakers with transformative technology products, knowledge, and services so they can make social change. We connect unlikely collaborators, including NGOs, social activists, hackers, IT specialists, funders, local authorities, and business partners, thus generating innovative solutions to social challenges. TechSoup Europe (headquartered in Warsaw) leads the design and delivery of TechSoup programs in Europe. It also supports the TechSoup Global Network of non-governmental organizations (NGOs) that manage a variety of technology capacity-building programs serving communities in nearly every region of the world.

Be a part of a fast-paced, growing team that provides a solid work-life balance in helping our nonprofit customers. Our team of mission-focused tech professionals is passionate about moving the social sector forward with transformative applications of technology.

Service Operation Specialist – Partner Services works on projects related to TechSoup technology programs including software and hardware donations, discounts or cloud products and NGO validations. This role involves working closely with our existing support teams, our network of Partners throughout the globe and the non-profit organizations. The role is for someone who is willing to learn about the non-profit sector and to get an experience and skills in IT.

Main responsibility of a Service Operations Specialist within Partner Services is to manage and support the processes, tools and platforms utilized within Partner Services. Service Operations Specialists primary responsibility is to respond to incoming incidents reported by the Partner Network and troubleshoot them on a 1st line of Support basis. When needed, the Service Operations Specialist should escalate the incidents to the Program Managers, Internal teams or Service Experts within his department.

The contract for this position is for replacement until end of 2024, with a view to extend based on performance

This position reports to Senior Manager, Partner Services.

Main Responsibilities:

  • Ensuring proper Process execution and that the appropriate inputs/outputs are being produced
  • Resolution of low and medium priority incidents
  • Participating in projects aiming to solve Partner’s issues and incidents.
  • Assuring all documents are up-to-date
  • Suggesting Process/Service improvements or innovation
  • Ensuring delivery of the SLA/KPI to the agreed levels
  • Customer service – assisting in day to day support of the Partner Network
  • Anticipating and responding to Partner’s needs
  • Maintain all platforms relevant to TechSoup’s core programs
  • Manage all relevant support lines such as email, phone and social media


Technical skills

  • Experience in a customer services, operations and fulfillment processes
  •  Experience in operational reporting as an advantage
  • Some experience with CMS or CRM tools and systems
  • Experience working Non-profit sector experience  a plus
  • Knowledge and experience with Microsoft Excel preferred
  • Understanding of the technology needs of nonprofits and the challenges in implementing technology solutions that they face is a plus

Soft skills

  • Excellent written and spoken knowledge of English, other languages will be an asset
  • Strong communication skills
  • A Strong analytical and problem-solving skills
  • Ability to work effectively and with sensitivity across barriers such as language, culture and distance
  • Exhibit professionalism and flexibility in the midst of fast-paced, deadline-driven environment required.
  • Well organized and detail oriented
  • Taking initiative and multitask effectively

Other Requirements:

  • Based in Warsaw.
  • Once a week visits to the office

For your contribution and passion, we can offer...

  • A supportive environment that provides a work-life balance.
  • Benefits package: Premium medical plan, life insurance, pension program PPE, Multisport card.
  • Team-building events.
  • A range of opportunities to grow within the organization.
  • An attractive international working environment where you can meet many new, inspiring people from across the world.
  • Possibility to gain experience in social enterprise at a global scale.
  • Broad training opportunities (online and offline).

TechSoup is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of color, race, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

An amazing job at a social enterprise supporting non-governmental organizations all over the world is waiting for you. Join our team now!


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