[Hiring] Customer Support Advisor @ModSquad

Role Description

ModSquad has partnered with one of the world’s leading music streaming platforms and is looking for experienced Customer Support Advisors to join our fully remote team. You’ll provide written support through inbound messaging in German and English, assisting with account, billing, payment, subscription, technical, and platform-related issues. This is a fast-paced, high-volume environment where you’ll handle 5-6 customer conversations at once, navigate multiple systems, research knowledge base resources, and follow detailed workflows. Strong multi-chat experience is essential.

Please note: Qualified applicants will complete language assessments in both German and English.

What You’ll Do

• Handle 5-6 customer conversations simultaneously while maintaining accuracy and quality
• Resolve account, billing, payment, subscription, technical, and product-related issues
• Research and follow workflows and knowledge base resources
• Navigate multiple systems while staying organized and detail-oriented
• Review previous and automated support interactions to determine next steps
• Communicate professionally and empathetically, including in challenging situations
• Follow security and verification procedures
• Use sound judgment and escalate when needed
• Document resolutions accurately
• Identify recurring issues and provide feedback to improve support

Qualifications

• Previous high-volume written customer support experience
• Proven experience managing multiple simultaneous chats; 5+ chats at once strongly preferred
• Fluent written German and English
• Strong problem-solving and attention to detail
• Comfortable learning and following detailed workflows
• Able to stay organized and productive in a fast-paced environment
• Experience with knowledge bases, case management systems, or similar tools

Requirements

• 8-week orientation | 40 hours/week
• Phase 1: 4 weeks, 4:00 AM - 1:00 PM Pacific Time
• Phase 2: 4 weeks, self-scheduled during available production hours
• Production: Available 24/7
• Minimum 25 hours/week
• Minimum 12 weekend hours (Saturday and/or Sunday)
• Windows 11 or macOS Sequoia/Tahoe
• Minimum 8 GB RAM; 16 GB recommended
• Broadband internet, minimum 40 Mbps
• Webcam or smartphone capable of taking clear photos
• ModSquad security software and mobile 2FA app
• Dual monitors strongly recommended

Benefits

• If you have strong multi-chat experience and thrive in a fast-paced support environment, we’d love to hear from you.
• Please note: A Chromebook is not sufficient for ModSquad projects.