Application Guide

How to Apply for Service Support Specialist (m/w/d) - Remote Poland

at CYCLE

🏢 About CYCLE

CYCLE is revolutionizing last-mile delivery across Europe with sustainable e-bike solutions, directly addressing urban congestion and environmental challenges. Their comprehensive approach combines hardware, software, and service to create a complete ecosystem for businesses. Working here means contributing to tangible environmental impact while being part of a forward-thinking mobility company.

About This Role

As a Service Support Specialist at CYCLE, you'll be the critical link between customers experiencing service issues and the operational teams resolving them. You'll manage the entire ticket lifecycle for Service Orders and Battery Tickets across multiple European markets, ensuring timely resolutions while maintaining customer satisfaction. This role directly impacts CYCLE's reputation for reliable service and customer retention in the competitive last-mile delivery space.

💡 A Day in the Life

Your day typically starts by reviewing and prioritizing incoming Service Orders and Battery Tickets in Odoo Helpdesk, balancing urgency with operational capacity. You'll spend significant time communicating with customers across Germany, Netherlands, and other European markets, providing updates and managing expectations while coordinating with mechanics and operations teams to resolve issues. Throughout the day, you'll document all communications and maintain structured records, ensuring each ticket progresses efficiently toward resolution.

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Interview Prep

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🎯 Who CYCLE Is Looking For

  • Trilingual professional fluent in German, English, and Dutch who can handle customer communications across CYCLE's key European markets
  • Someone with proven experience in helpdesk/ticketing systems (Odoo experience is particularly valuable) who can maintain structured records while managing multiple cases
  • A detail-oriented problem-solver who can prioritize tickets based on urgency, customer impact, and operational feasibility in a fast-paced environment
  • Cross-functional collaborator comfortable coordinating between customers, mechanics, and operations teams to resolve service issues efficiently

📝 Tips for Applying to CYCLE

1

Highlight specific experience with Odoo Helpdesk or similar ticketing systems in your resume - if you don't have Odoo experience, emphasize transferable skills from other platforms

2

Demonstrate your trilingual capabilities by mentioning specific customer service scenarios where you've used German, English, and Dutch professionally

3

Include metrics from previous roles showing how you've managed ticket prioritization, resolution times, or customer satisfaction in fast-paced environments

4

Research CYCLE's e-bike models and service offerings so you can speak knowledgeably about their specific products during the application process

5

Show how you've worked cross-functionally with operational/technical teams in past roles, as coordination with mechanics is a key responsibility

✉️ What to Emphasize in Your Cover Letter

['Your experience managing service tickets in multilingual environments, specifically mentioning German, English, and Dutch customer interactions', "Examples of how you've prioritized tickets based on multiple factors (urgency, customer impact, operational feasibility) in previous roles", 'Your approach to proactive customer communication and expectation management throughout service processes', 'Experience working cross-functionally with technical/operational teams to resolve service issues efficiently']

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → CYCLE's specific e-bike models and battery systems to understand the technical aspects of service orders you'd be managing
  • → The European last-mile delivery market and competitors to understand CYCLE's position and challenges
  • → Odoo Helpdesk features and capabilities if you're not already familiar with the platform
  • → CYCLE's expansion across Europe and which markets they serve to understand the geographic scope of your responsibilities

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Describe a time you had to prioritize multiple urgent tickets with limited resources - what criteria did you use?
2 How would you handle a situation where a customer's battery issue requires coordination between multiple departments?
3 Walk us through your experience with helpdesk systems, particularly any experience with Odoo or similar platforms
4 How do you maintain customer satisfaction when service resolutions take longer than expected?
5 Describe your experience communicating technical service information to non-technical customers in multiple languages
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⚠️ Common Mistakes to Avoid

  • Applying without addressing the trilingual requirement - failing to demonstrate fluency in German, English, AND Dutch
  • Generic customer service experience without specific examples of ticket management or helpdesk system experience
  • Resume that doesn't show experience working cross-functionally with operational or technical teams

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to CYCLE!

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