[Hiring] Customer Support Agent @D2B

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