• Handle inquiries: You respond to customer inquiries via Gorgias by email, chat and WhatsApp — quickly, empathetically and always in SHEKO's tone • Orders & returns: You navigate Shopify independently and resolve issues directly and straightforwardly • Complaints: You handle difficult situations with confidence and find solutions that truly satisfy customers • Escalations: You recognize when an issue needs to be forwarded internally — and act quickly • Help shape processes: You follow macros and flows and provide feedback when something is off or could be improved • Community management: If you have experience in community management and a passion for nutrition, you can also moderate our Facebook community, answer questions and help foster a positive atmosphere

• Provide quality support to customers through live chat, email, and video calls • Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with high tiered clients • Effectively identify when to work with cross functional partners to drive retention by leveraging processes and analyzing data to share customer insights • Assist with escalated conversations to ensure best support for all customers throughout business hours • Mentor new team members as they navigate through the onboarding process and grow into more tenured roles.

Role Description Hinter jeder Bestellung steckt ein Mensch. Jemand der eine Frage hat, ein Problem lösen will oder einfach eine schnelle Antwort braucht. Bei SHEKO ist guter Support kein Anhängsel, er ist Teil der Marke. Deshalb suchen wir jemanden, der nicht nur Tickets abarbeitet, sondern wirklich hilft. Mit Empathie, Eigenverantwortung und echtem Qualitätsanspruch. SHEKO ist eine der am schnellsten wachsenden Health & Nutrition Brands in der DACH-Region. Gestartet als Online-Shop, heute in dm und Rossmann und wir haben noch viel vor. Aufgaben - Anfragen bearbeiten: Du beantwortest Kundenanfragen via Gorgias per E-Mail, Chat und WhatsApp – schnell, empathisch und immer im SHEKO-Ton. - Bestellungen & Retouren: Du findest Dich in Shopify selbstständig zurecht und löst Anliegen direkt und unkompliziert. - Reklamationen: Du gehst souverän mit schwierigen Situationen um und findest Lösungen die Kunden wirklich zufriedenstellen. - Eskalationen: Du erkennst wann ein Anliegen intern weitergeleitet werden muss – und handelst schnell. - Prozesse mitgestalten: Du hältst Dich an Makros und Flows und gibst Feedback wenn etwas nicht passt oder besser werden kann. - Community Management: Wer Erfahrung im Community Management mitbringt und Ernährungsthemen liebt, kann bei uns auch unsere Facebook-Community moderieren, Fragen beantworten und eine positive Atmosphäre fördern. Qualifications - Mehrjährige Erfahrung im Customer Support, idealerweise D2C oder E-Commerce. - Sicherer Umgang mit Gorgias oder vergleichbaren Helpdesk-Tools. - Shopify-Kenntnisse von Vorteil. - Erfahrung im Community Management ein Plus – aber kein Muss. - Verfügbarkeit auch an Wochenenden. Requirements - Du willst Menschen wirklich helfen – nicht nur Tickets schließen. - Ernährung, gesunder Lebensstil und Marken die etwas zu sagen haben interessieren Dich. - Ausgezeichnetes Deutsch in Wort und Schrift. - Gutes Englisch – für die Arbeit in Gorgias und unseren internen Tools. - Du kommunizierst klar, empathisch und immer auf Augenhöhe. - Strukturiert, zuverlässig und auch remote eigenverantwortlich. Benefits - Freelance-Zusammenarbeit, 20–40h pro Woche. - 100% remote – arbeite von wo Du möchtest. - Flexible Zeiteinteilung innerhalb unserer Kernarbeitszeiten 7–21 Uhr (deutsche Zeit) – 80% nach gemeinsam abgestimmten Zeitfenstern, 20% frei einteilbar. - Klare Prozesse, gute Briefings und ein Team das Dir den Rücken freihält. - Langfristige Zusammenarbeit mit Perspektive. Company Description SHEKO ist ein etabliertes Weight Wellness Start-up aus Hamburg, das gesunde Ernährung anders angeht: lockerer, leckerer und freier. Wir haben mit einem Shake begonnen. Heute sind wir ein ganzer Lifestyle – eine Art, ausgeglichener zu leben, ohne Kompromisse. Darum stimmt unser Team aus Foodies, Ernährungsexpert:innen und Naschkatzen alle Produkte und Zutaten sorgfältig aufeinander ab – für ein ganzheitliches Konzept, das euch nicht nur auf dem Weg zum Wohlfühl-Ziel unterstützt, sondern auch Spaß macht und schmeckt.

Role Description We are seeking a Customer Escalation Coordinator who serves as the Incident Response Customer Advocate within the Customer Success organization. This role is pivotal in ensuring that customer outages are managed with urgency, professionalism, and a strong commitment to customer satisfaction. The Coordinator acts as a liaison between customers and internal technical teams, driving the resolution of major incidents, maintaining service levels, and fostering strong, trust‑based customer relationships. Key Responsibilities - Major Outages and Root Cause Analysis: - Follow strict escalation and notification guidelines. - Notify management of service-related concerns and coordinate onsite dispatches with clients and internal resources. - Lead the response to significant customer outages, coordinating efforts across teams to restore services quickly and efficiently. - Ensure all incidents are managed according to established protocols and service level agreements (SLAs). - Identify areas of risk that could impact project or process success. - Make effective independent decisions on day-to-day issues and assist team members with decision-making and issue resolution strategies. - Ticket and Queue Oversight: - Oversee the ticket backlog, prioritize support requests, and assign tasks to team members based on workload and technical expertise. - Monitor call queues to maintain service levels and ensure timely responses. - Report on individual and departmental performance metrics. - Focus on areas needing improvement and review goals to drive attainment. - Process and Policy Coordination: - Partner with customers to implement changes in processes and policies. - Adapt procedures to meet evolving business and customer requirements. - Customer Advocacy: - Demonstrate a commitment to delivering a positive customer experience through exceptional service, clear communication, and accountability. - Address customer concerns promptly and professionally. - Documentation and Data Integrity: - Establish and enforce documentation standards for all processes, policies, and major outages. - Promote attention to detail to ensure data integrity, accurate reporting, and effective analytics. - Contract and Billing Validation: - Validate contract terms and billing methods for all support requests. - Collaborate with other departments to ensure proper support billing and smooth contract transitions, especially during hardware RMA processes. Qualifications - Minimum 3 years of experience in major outage management. - 5+ years of experience in account management, service delivery, and escalation management. - Proficiency with ServiceNow and Helix platforms. - Strong organizational, listening, written, and verbal communication skills. - Excellent interpersonal and presentation skills. - Experience working with cross-functional teams. - Solid understanding of the ITIL service management framework and related processes. Requirements - Proactive approach to service delivery and issue resolution. - Ability to adapt processes in response to changing circumstances. - Commitment to continuous improvement and process optimization. - Strong team-building skills and ability to create a positive work environment. - Strategic planning capabilities for future needs, goals, and objectives. Benefits - Comprehensive Health Insurance policy. - Employee Wellness Program with focus on mental health. - Robust reward and recognition programs. - Company incentive programs offered. - Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off. - Ample growth and learning opportunities. - Remote work opportunities. - Focus on work/life balance. - Immigration Program supporting immigration to Canada for eligible employees.