Senior Customer Advocate, English, German

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

📋 Description

• You will engage with customers to deliver and process accurate, valid, and comprehensive information while demonstrating the utmost empathy, courtesy, and professionalism.

• Triage, tag, and resolve emails and chats in Gladly within your service level agreement (SLA).

• Utilize approved macros and tailor responses to align with Grüns' voice.

• Manage returns and exchanges efficiently.

• Process subscription modifications in Skio, including correcting addresses and resolving payment issues.

• Accurately and promptly track shipping issues, providing proactive updates to customers.

• Identify product quality concerns or adverse events, opening tasks with photos and detailed descriptions.

• Maintain organized notes to ensure any agent can easily pick up the conversation—documenting resolutions in Gladly.

⛳️ Requirements

• A minimum of a bachelor’s degree in a field you are passionate about!

• Three years of experience in customer service (whether through email, phone, or chat support).

• Prior experience in supporting SaaS products.

• At least two years of experience assisting US ecommerce customers.

• Excellent written skills in both English and German, ensuring communication is clear, concise, and friendly.

• Proficient in navigating multiple tabs and tools seamlessly.

• A reliable home office setup with backup power and internet connectivity.

• Ability to quickly learn and adapt to new technologies, systems, and applications.

• Intermediate knowledge of common Customer Experience best practices.

• Strong customer orientation with the capability to adapt and respond to various personality types.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and a supportive remote work environment.

• Opportunities for professional development and career advancement.

• Comprehensive health, dental, and retirement benefits.

• A vibrant company culture that values innovation and teamwork.