[Hiring] Bilingual Customer Service Rep @TEKsystems

Role Description

We are seeking a Bilingual Service Success Advocate fluent in German and English to support members on a fast-growing, online mental health therapy platform. This role is highly customer-focused and ideal for someone who is empathetic, detail-oriented, and comfortable working in a high-volume, digital support environment. You will primarily support users via email and chat, with some phone support. This is a mission-driven role supporting individuals seeking mental health services.

Key Responsibilities

• Respond to inquiries from active and prospective members via email and chat (handling 200-300 tickets/day)
• Assist with subscription questions, billing issues, refunds, and financial aid requests
• Support account access needs including password resets and account setup
• Educate users on platform features, services, and best practices
• Deliver a calm, empathetic, and solutions-oriented experience in every interaction

Qualifications

• 1–5 years of customer service experience, specifically responding to inquiries via email or chat
• Fluent in German and English
• Typing speed of 55+ words per minute
• Strong written and verbal communication skills
• Proven ability to meet performance metrics and productivity goals
• Tech-savvy with the ability to learn and navigate multiple systems
• Highly empathetic with a passion for helping others
• Coachable, results-oriented, and adaptable to change
• Experience in healthcare or health insurance preferred

Requirements

• Training: Mon-Fri 8am - 5pm PST
• Regular schedule after 90 days: 5am - 3pm EST Tues-Sat

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on May 8, 2026.