Customer Support Agent – EU Market Support

This is a fully remote position, open to applicants in Poland.

📋 Description

• Deliver customer support through phone, email, chat, and ticketing systems in both English and German.

• Professionally and efficiently manage customer escalations and complex inquiries.

• Directly handle support tickets in a proactive player-coach role.

• Provide support and coaching to remote customer service representatives.

• Monitor service level agreements (SLAs), queue performance, and response times.

• Offer operational updates, reporting, and insights into customer service.

• Collaborate closely with internal teams to enhance processes and boost customer satisfaction.

• Assist customers with inquiries related to products, orders, warranties, and troubleshooting.

• Keep accurate records of customer interactions and case documentation.

⛳️ Requirements

• Proficient in both written and verbal English and German.

• Knowledge of French is a significant advantage.

• Demonstrable experience in customer service, preferably in eCommerce, retail, or product-centric sectors.

• Experience in managing escalations and handling high-volume customer interactions.

• Excellent communication, problem-solving, and conflict-resolution abilities.

• Capability to work independently in a fully remote environment.

• Strong attention to detail and exceptional organizational skills.

• Proficient in using customer service and eCommerce platforms such as:

• Shopify

• Gorgias

• Zendesk

• Aircall

• Dependable internet connection and a dedicated home office setup.

• Preferred experience with the following systems:

• Shopify

• Gorgias

• Zendesk

• Aircall

🏝️ Benefits

• Comprehensive training and development opportunities.

• Flexible working hours in a remote work environment.

• Competitive salary and performance-based bonuses.

• Access to employee discounts and perks.