Senior Customer Advocate, English, German

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

📋 Description

• Engage with customers to deliver and process accurate, valid, and complete information in an empathetic and professional manner.

• Manage, categorize, and resolve emails and chats in Gladly while adhering to service level agreements (SLA).

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

• Handle the processing of returns and exchanges.

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

• Monitor shipping challenges and provide proactive updates to customers.

• Identify product quality concerns or adverse events, and initiate tasks with accompanying photos and details.

• Keep thorough notes and document resolutions in Gladly.

• Work collaboratively with both internal and external teams to meet customer needs.

⛳️ Requirements

• A minimum of a bachelor’s degree in any discipline.

• 3 years of experience in customer service (via email, phone, or chat support).

• Prior experience in supporting SaaS products.

• Over 2 years of experience assisting US ecommerce customers.

• Proficient written skills in both English and German; ability to communicate clearly, concisely, and in a friendly manner.

• Familiarity with navigating multiple tabs and tools in various systems.

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

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

• Intermediate knowledge of common best practices in Customer Experience.

• Strong customer focus and the capability to adapt and respond to diverse personalities.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and career advancement.

• A supportive and inclusive work culture.