Customer Support Specialist assisting clients with technical inquiries via phone and email. Collaborating with the team on customer escalations and industry standard Learnings.
About the role
- Customer Service Agent ensuring high service quality for B2C customers in Berlin. Collaborating with teams to improve support processes while managing customer inquiries.
Responsibilities
- First point of contact for our B2C customers, handling incoming inquiries related to onboarding, contract and technical issues in a structured and solution-oriented manner
- Ensure consistently high service quality and provide an empathetic, trustworthy customer experience
- Identify recurring issues, document them, and share relevant insights with internal teams to continuously improve our processes
- Work closely with other teams (e.g., Operations, Sales, and Product) to resolve customer concerns quickly and sustainably
- Take ownership of your service KPIs (e.g., response time, resolution rate, customer satisfaction) and ensure they are met
Requirements
- 2–5 years of experience in customer service or support
- You remain composed under high volumes of inquiries, set clear priorities, and consistently deliver accurate, high-quality solutions
- You communicate clearly, reliably, and empathetically — both written and verbal
- You are solution-oriented and take responsibility for clean, traceable case handling
- You are open to using AI and automation tools to increase efficiency in daily support work
- Fluent German at C2 level, both written and spoken
- English at B2 level
- Confident working knowledge of tools such as Salesforce and Google Workspace
Benefits
- Urban Sports Club membership for your fitness
- Family & Friends coupon for the Patronus watch
- Up to 30 days of vacation (starting with 26 days in the first year and 28 days in the second year)
- Annual Learning & Development budget for individual learning and growth
- Clearly structured career framework for your next career step
- 360-degree feedback conversations for continuous development
- Exclusive corporate benefits for your advantage
- Discounts at restaurants near the office
- Free choice of hardware (MacBook or Lenovo)
- Modern office in vibrant Friedrichshain
- Job ticket for stress-free daily commuting
- Up to 2 days per week of remote work
- Get moving. Lease a bike at a discount through Mein Dienstrad
- Regular company and team events to strengthen our cohesion
- Team spirit instead of cutthroat mentality — we achieve more together
- Develop a product that delivers real social value
- Quarterly company brunches for exchange and networking
- One volunteering day per year where we do something good together
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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