• Manage incoming calls to process orders • Address inquiries, resolve issues, and handle complaints • Maximize sales opportunities while maintaining a patient, respectful approach • Accurately enter orders and process cancellations • Address billing and product-related questions • Document interactions

• Handle customer enquiries via email, live chat, and other support channels • Provide accurate product information and troubleshoot customer concerns efficiently • Resolve customer complaints with empathy, professionalism, and ownership • Deliver clear, high-quality written communication across all customer interactions • Manage escalated or high-priority cases to ensure positive customer outcomes • Support and guide a remote team of Customer Service Agents • Act as the first escalation point before issues are escalated to management • Provide ongoing coaching, mentoring, and feedback to improve team performance • Lead by example by actively managing tickets and supporting daily queue operations • Ensure consistency in tone, quality, and customer experience standards across the team • Monitor workflows, ticket queues, and response times to ensure SLA targets are achieved • Identify recurring customer issues and recommend process improvements • Assist with onboarding and training new team members as the support team grows • Ensure adherence to internal systems, processes, and customer service best practices • Support continuous improvement initiatives across customer support operations • Provide regular updates on team performance, operational insights, and customer trends • Deliver productivity reporting and recommendations for improvement • Collaborate closely with cross-functional international teams • Escalate systemic customer experience concerns and operational risks proactively

• Provide customer support via phone, email, chat, and ticketing systems in English and German • Manage customer escalations and complex enquiries professionally and efficiently • Handle support tickets directly in a hands-on player-coach capacity • Support and coach remote customer service agents • Monitor SLAs, queue performance, and response times • Provide operational updates, reporting, and customer service insights • Work closely with internal teams to improve processes and customer satisfaction • Assist customers with product, order, warranty, and troubleshooting enquiries • Maintain accurate customer records and case documentation

Role Description We are partnering with a fast-growing international consumer products company seeking a customer-focused and hands-on Customer Service Agent to support global customers across multiple regions. This role is ideal for someone who enjoys working in a fast-paced remote environment, balancing day-to-day customer support with team collaboration, coaching, and operational support. The successful candidate will play a key role in delivering a high-quality customer experience while helping maintain service standards and supporting continuous improvement initiatives. Key Responsibilities - Provide customer support via phone, email, chat, and ticketing systems in English and German - Manage customer escalations and complex enquiries professionally and efficiently - Handle support tickets directly in a hands-on player-coach capacity - Support and coach remote customer service agents - Monitor SLAs, queue performance, and response times - Provide operational updates, reporting, and customer service insights - Work closely with internal teams to improve processes and customer satisfaction - Assist customers with product, order, warranty, and troubleshooting enquiries - Maintain accurate customer records and case documentation Qualifications - A calm, professional, and customer-focused communicator - Someone who takes ownership and follows through on issues - A team player who enjoys both customer support and mentoring others - Adaptable and confident working in a fast-paced environment - Someone who genuinely values delivering an excellent customer experience Requirements - Fluent in English and German (written and verbal) - French language skills are a strong advantage - Proven customer service experience, ideally within eCommerce, retail, or product-based industries - Experience handling escalations and high-volume customer interactions - Strong communication, problem-solving, and conflict-resolution skills - Ability to work independently in a fully remote environment - High attention to detail and strong organizational skills - Comfortable using customer service and eCommerce platforms such as: - Shopify - Gorgias - Zendesk - Aircall - Reliable internet connection and dedicated home office setup Preferred Systems Experience - Shopify - Gorgias - Zendesk - Aircall