Senior Contact Center Support Specialist - Warsaw, Mazowieckie

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone ...

Opis pracy

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.

This Position Reports To
Technical Support Manager

Your Role And Responsibilities
In this role, you will have the opportunity to act as the first point of contact for ABB customers, with the intention to make ABB an easy and trusted choice to do business with. Each day, you will provide internal and external customer support such as technical support, order and payment related assistance, forwarding supplier offers, finding the right speaking partner, etc., and coordinate with relevant resources to have complete case ownership.

You will also showcase your expertise by improving customer experience and first contact to cash transition rate and creating more business opportunities for ABB.

The work model for the role is: hybrid

You Will Be Mainly Accountable For

• Provide strategic oversight of customer inquiries and escalations, ensuring high service standards, monitoring end‑to‑end request progress, and delivering a consistent, positive customer experience across all channels.
• Lead cross‑functional collaboration with Sales, Operations, Supply Chain, and other key stakeholders to resolve complex product, technical, and commercial issues while ensuring the seamless delivery of end‑to‑end customer solutions.
• Advise on solution design for critical customer requests, ensure operational readiness across involved teams, and champion process consistency in areas such as production scheduling, quoting, pricing, and invoicing.
• Drive proactive customer communication frameworks, including systematic feedback loops and continuous improvement initiatives, to strengthen customer satisfaction and service excellence.
• Oversee performance analytics, identifying trends, risks, and improvement opportunities across the service lifecycle; provide insights and strategic recommendations to management for operational optimization.
• Uphold ABB's values, compliance standards, and HSE principles while fostering strong collaboration across teams, nurturing stakeholder relationships, and actively supporting team development and capability building.

Qualifications For The Role

• Extensive experience in customer operations, service delivery, or a similar leadership role, with a proven ability to oversee complex inquiries, escalations, and end‑to‑end customer journeys.
• Strong leadership skills with the ability to drive cross‑functional collaboration across Sales, Operations, Supply Chain, and other strategic stakeholder groups.
• Expertise in designing or advising on customer‑centric solutions, ensuring operational readiness and consistency in processes such as scheduling, quoting, pricing, and invoicing.
• Proven ability to implement advanced customer communication frameworks, including feedback systems and continuous improvement initiatives that strengthen service excellence.
• Strong analytical and strategic capabilities to oversee performance trends, identify risks, and translate insights into actionable recommendations for senior management.
• Deep understanding of compliance, company values, and HSE standards, with a strong focus on governance, risk management, and operational integrity.
• Exceptional stakeholder‑management and relationship‑building skills, with the ability to influence across teams and support capability building within the organization.
• Fluent communication in English; French and German are a strong plus.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics—working alongside world-class experts in a fast-moving, innovation-driven environment.
We value people from different backgrounds. Could this be your story? Apply today or visit to read more about us and learn about the impact of our solutions across the globe.