Customer Service Representative helping customers navigate financial services and banking issues. Engaging in problem - solving and providing support in a supportive team environment.
About the role
- Customer Support Manager providing operational support and enhancing service processes for a member-based online organic supermarket. Managing member inquiries and feedback to improve service quality.
Responsibilities
- Operational support
- Independently handle member inquiries by email — you are the first point of contact and ensure fast, competent resolutions
- Manage escalations and complex cases that require particular tact
- Ensure a consistent, warm tone across all member communications
- Reliable ticketing: prioritization, categorization and follow-up of requests in the ticketing system
- Voice of the Customer
- Systematically collect and prepare member feedback for product, marketing and operations teams
- Identify recurring issues and proactively develop solutions; establish an internal feedback loop between support and the relevant teams
- Support processes & improvement
- Contribute to the optimization and automation of existing support workflows
- Assist in the development of our support channels and tools
- Analyze support KPIs (response times, satisfaction, ticket volume) and derive concrete improvement proposals
- Contribute to the development of help pages and self-service resources
Requirements
- 2–3 years of professional experience in B2C customer support, customer success or customer service — ideally in e‑commerce or a comparable digital environment
- Experience with ticketing and support tools (e.g., Zendesk)
- AI fluency: you use AI tools (e.g., ChatGPT, Claude, automation tools) routinely in your daily work and bring ideas for how AI can make support more efficient
- Hands-on mentality: you are happy to contribute operationally and are comfortable with day-to-day tasks
- A good sense for our members — ideally you are a regular organic shopper or have a strong interest in organic products
- Independent, structured way of working and enjoyment in taking responsibility
- Flexibility and willingness to work in a startup environment
- University degree or comparable qualification
- German at C2 level and fluent English (C1)
Benefits
- Attractive compensation with a performance-based component (€36,000–€42,000 p.a., depending on experience and qualifications)
- Preferred start date: July/August 2026
- Help build something new in a fast-growing startup in the organic / e‑commerce segment
- Very steep learning curve with scaleup impact combined with the know-how of an established company
- Great team that holds itself to high standards and looks out for one another
- Flexible working hours you can arrange to suit your needs
- Hybrid working model in Berlin (approx. 2–3 days/week in the office)
- 30 days paid vacation per year
- Regular team events — offsites in France and Germany
- Job ticket / Deutschlandticket
- Urban Sports Club membership
- Free Ackerherz membership and an additional 20% discount on all products in our shop
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