Customer Support Agent

This is a fully remote position, open to applicants in Germany, +2 more countries.

📋 Description

• You serve as the primary and most effective point of contact for our customers in DE, NL, and FR, engaging through email, contact forms, and (in the near future) WhatsApp.

• You address each inquiry with empathy, efficiency, and a solution-oriented approach.

• You take ownership of critical workflows such as returns, product quality cases, and inbox management, continuously working to enhance them.

• You proactively identify opportunities for automation and are well-versed in AI tools.

• You collaborate closely with product, social media, operations, supply chain, and marketing teams to resolve customer issues.

• You monitor, highlight, and report on KPIs in a manner that aids the entire team in improving performance.

• You ensure our tools remain effective, including Gorgias, Shopify, and Asana.

⛳️ Requirements

• A minimum of 2 years of experience in B2C customer support, preferably within a D2C e-commerce setting.

• A background in e-commerce or D2C is essential.

• Proficiency in German and English is required; knowledge of Dutch or French is a significant advantage.

• Comfortable with technology and proficient in various tools.

• Experience with Gorgias or Zendesk is essential.

• Familiarity with Shopify is non-negotiable.

• Proficient with AI tools (such as ChatGPT, Claude), basic automation platforms, Google Sheets, and Asana.

• Possess an ownership mindset and a proactive attitude.

• Demonstrate empathy towards customers and excel as a team player.

🏝️ Benefits

• Enjoy complimentary snacks, drinks, and merchandise to keep you energized.

• Additionally, receive a €50 monthly allowance that can be used for Urban Sports Club memberships, mobility options, or vouchers from your favorite brands (including IKEA, Rewe, Rossmann, and more).

• Benefit from 28 vacation days, plus two extra days off on December 24 (Christmas Eve) and December 31 (New Year’s Eve).

• Participate in regular after-work gatherings and unforgettable annual team retreats.