• Provides professional, accurate, courteous, and timely support and guidance to internal business partners and end clients. • Delivers a memorable positive experience as a trusted advisor to stakeholders. • Keeps up to date on new initiatives and processes, maintaining solid knowledge within subject matter specialties. • Acts as a liaison coordinating with various areas to effectively satisfy requests or customer concerns. • Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees. • Organizes work information to ensure accuracy and completeness.

Role Description As Customer Support, you help customers quickly and reliably, ensuring every reply is clear and actually solves the problem. You’ll work primarily in our helpdesk / Help Center platform (currently Zendesk, with a planned migration), collaborate closely with Operations and Product/Engineering, and improve our processes by spotting patterns and turning them into better workflows. What you’ll do - Own day-to-day customer communication via email (and other channels as we add them) - Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome - Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds) - Coordinate special cases with external partners (shops, carriers, vendors) when needed - Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly - Escalate technical or high-risk cases early and clearly (and help define what “high risk” means) - Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles Qualifications - Excellent written communication in English (German is a plus, but not mandatory) - Strong customer mindset: you genuinely enjoy helping people - Structured thinking: you can handle ambiguity, prioritize well, and stay calm under pressure - Ownership: you don’t just answer questions, you see them through to a real outcome - Comfort with tools and processes (you like making things clearer, not messier) Requirements - Experience in Customer Support / Customer Service (fast-paced environment is a plus) - Experience with Zendesk (or similar helpdesk tools) - Familiarity with e-commerce operations: orders, shipping, tracking, refunds, returns - Comfort collaborating async in a distributed team Benefits - Flexible working hours (especially suitable if you’re studying) - Remote-first setup - Weekend availability is a plus (depending on scheduling and support coverage) - A friendly team with short communication paths - Room to shape processes and tools - Insight into how a modern ops + product + automation stack is built - Growth opportunities - Depending on team needs, there may be an opportunity to move into the Engineering team in the future. Deep product knowledge is a strong plus. Company Description At Joy_, we believe gifting should feel personal, playful, and full of surprise – basically everything today’s gift cards are not. We're here to reimagine gifting for the modern world, turning it from a transactional experience into a token of love – customizable, meaningful, and radically flexible. - Our universal gift card can be personalized endlessly and redeemed for every product in every online store. That means one gift card = the whole internet. - From boutique ceramics in Berlin to rice cookers in Korea – every wish is just a click away. - But we're not stopping there. We're not building just a gift card, or even just a tech solution. We're building the gifting backbone of e-commerce – a product concierge that turns intent into instant access. - Backed by industry experts and angel investors, we’ve raised our Pre-Seed round and are growing fast – now with you.

• Serve as the primary point of contact for customer enquiries, related to products, claims, service and sales. • Triage customer queries by assessing urgency, identifying root causes, and routing issues to the appropriate teams, ideally resolving them at first contact where possible. • Respond to customer queries via phone, email, and converse in a friendly, professional manner. • Build rapport with customers to understand their needs and recommend suitable products, services, or upgrades. • Identify opportunities to upsell and cross-sell relevant products and services based on customer needs and purchase history. • Leverage the company’s systems and tools to meet sales targets within established service times. • Educate customers about promotions, new product launches, and bundle offerings to enhance sales. • Follow up on leads generated on the website. • Identify sales opportunities from existing clients' quotes within 4-6 running campaigns. • Work across multiple brands effectively with adaptability and flexibility. • Inform management of potential areas for growth in product, service, and education sales. • Coordinate with internal teams to resolve customer concerns and improve service delivery. • Maintain up-to-date knowledge of company products, services, and policies. • Document customer interactions and feedback to support continuous service improvement. • Provide coaching and mentoring opportunities to other members of the sales & customer support team. • Other role-specific duties as they arise.

• Support clients via chat, email, and calls on our platform • Manage schedules, course changes, teacher swaps, and account updates • Communicate clearly and warmly in English and Romanian • Solve issues fast, anticipate needs, and boost satisfaction with our services • Run check-in calls and handle feedback with care • Keep records accurate and workflows smooth