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

• Assist the business development team with day-to-day administrative tasks, such as contracts and data entry • Engage with existing customer base providing excellent customer service and identify revenue generating opportunities • Opportunity to cross sell into existing customer base • Renewal and retention efforts • Assist with onboarding new clients and coordinate necessary information via salesforce • Assist in lead generation activities • Development of reporting