Customer Support Specialist

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

📋 Description

• You will be the initial point of contact for our customers, addressing tickets in Zendesk on a daily basis related to access, payments, invoices, and contract inquiries.

• You will oversee payments in Thrivecart, managing adjustments (such as installments and payment pauses), reversed payments, and the dunning process.

• You will be responsible for administrative processing, generating invoices and other necessary documents, and maintaining customer information in systems like Memberspot.

• You will handle cancellation and withdrawal cases, ensuring they are processed smoothly.

• You will direct customer inquiries to the relevant departments, including Consulting, HR, or Marketing.

• You will resolve PayPal buyer protection cases and manage the internal dunning process through email and postal communication, up to the point of debt collection submission.

• You will independently document and enhance our support processes.

⛳️ Requirements

• Proven experience in customer support and familiarity with ticketing systems, preferably Zendesk.

• A solid understanding of administrative and financial processes, particularly in relation to payment processing and invoicing.

• An extremely precise and detail-oriented approach to manage customer data accurately.

• The capability to work autonomously and take responsibility.

• Exceptional communication skills to engage with customers confidently, even in challenging situations.

• A solution-focused mindset along with a commitment to document and refine processes.

• You represent the LLP values and vision – both internally and externally towards customers.

🏝️ Benefits

• Work from anywhere | We are a global remote team that values freedom and delivers results.

• Individual growth plans | With us, you don’t just get a job; you embark on a career that challenges you.

• High performance through OKRs & KPIs | Your performance is assessed by clear objectives, not by your presence.

• Unlimited Vacation Policy | Enjoy complete freedom as long as you meet your performance targets.

• Exclusive team retreats | We regularly gather the remote team in inspiring locations.

• Workshops & high-level sparring | Gain direct access to founders with a €35M track record.

• Radical team spirit | We celebrate achievements, challenge one another, and grow collectively.

• Ownership instead of hierarchy | Your contributions are valued more than your title.

• Expert access | Participate in regular sessions with international experts on various topics including business, travel, and living abroad – growth extends beyond work.