About The Role
Great customer support is about more than answering questions. It's about understanding what the customer actually needs, communicating clearly, and making sure they leave the conversation feeling taken care of. TalentPop is looking for a German-speaking Customer Experience Specialist to join our remote team and support customers across growing e-commerce businesses. You'll communicate with customers in German and English, help solve day-to-day issues, and make the experience as smooth as possible from first message to resolution. If you're naturally helpful, calm under pressure, and confident communicating with customers, this could be a great fit.
Responsibilities
Support German- and English-speaking customers through chat, email, and other channels
Help customers with orders, products, payments, shipping, returns, and account questions
Listen carefully to customer concerns and find practical solutions
Handle more complex issues and escalations with professionalism
Provide clear product information and recommendations when needed
Assist with refunds, exchanges, returns, and other order-related requests
Keep customer records and conversations accurately documented
Follow client guidelines while maintaining a natural and helpful communication style
Work with internal teams to resolve issues that require additional support
Meet quality, productivity, response-time, and customer satisfaction goals
Ideal Skills
Fluent written and spoken German and English
Strong communication and active listening skills
Customer-focused and naturally helpful
Strong problem-solving and critical-thinking skills
Comfortable handling complaints, objections, and difficult conversations
Patient, empathetic, and solutions-oriented
Strong attention to detail and follow-through
Able to manage multiple conversations and priorities
Comfortable learning new systems, tools, and processes
Strong computer and documentation skills
Able to work independently in a remote environment
Qualifications
At least 1 year of customer service experience
Professional experience providing customer support in German and English
Experience in e-commerce, BPO, retail, customer success, or a related field is preferred
Experience with Shopify, Gorgias, Zendesk, Freshdesk, or similar customer support platforms is a plus
Experience handling orders, returns, refunds, payments, or shipping concerns is an advantage
Sales, upselling, or product recommendation experience is a plus
Previous remote work experience is preferred
Work From Home Requirements
Personal laptop or desktop
Minimum Intel i5 / Ryzen 5 or equivalent processor
At least 8 GB RAM
Minimum 25 Mbps upload/download internet connection
Backup internet connection
Reliable power supply
Quiet, dedicated workspace
If you're fluent in German and English, enjoy helping people, and know how to turn customer concerns into positive experiences, we'd love to hear from you.
🎉 Perks & Benefits
💼 Permanent, Full-Time Work-From-Home Setup
💵 Additional Paid Opportunities after 90 days of employment (subject to approval, availability, and client needs)
🎁 Bonuses: Client bonuses (based on performance/client discretion), Holiday/End-of-Year bonuses, and Referral bonuses
📈 Career Growth: Promotional and new role opportunities (based on performance), leadership development, and ongoing training
🏥 Healthcare Enrollment: Health and dental coverage available based on eligibility
👶 Paid Maternity/Paternity Leave: Available based on eligibility
🏖️ Paid Time Off: Earn up to 6 days of PTO during your first year and up to 12 days annually after your first year
🎒 TalentPop Swag: Apparel, home office supplies, water bottles, mugs, totes, and other branded merchandise awarded at various milestones
🌎 Vibrant Virtual Work Culture: Monthly Town Hall meetings with our founders and global team, interest and resource groups, mixers, contests, events, and more!
🚀 Why Join TalentPop?
🌟 Join one of the fastest-growing agencies in the E-Commerce industry.
🌎 Collaborate with a talented global team in a supportive, remote-first environment.
📚 Grow your career through continuous learning, leadership development, and advancement opportunities.
💡 Make a meaningful impact while supporting some of the world's fastest-growing e-commerce brands.
Equal Opportunity Employer Statement & Compliance Notice
TalentPop is an Equal Opportunity Employer and is committed to fostering an inclusive, respectful, and equitable workplace environment for all applicants and team members.
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, age, disability, medical condition, genetic information, marital status, military or veteran status, pregnancy, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law.
TalentPop is committed to providing reasonable accommodations throughout the recruiting, hiring, and employment process for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances, in accordance with applicable law. Applicants requiring accommodation may contact our team to request support during the application or interview process.
TalentPop is committed to maintaining compliant, ethical, and transparent hiring practices in alignment with applicable employment laws, anti-discrimination regulations, privacy requirements, and recruiting standards. We encourage candidates to carefully review each job posting for role-specific employment details, work authorization requirements, compensation information, benefits eligibility, and hiring structure disclosures.
By applying to a position through TalentPop, applicants acknowledge that recruitment activities, communications, and candidate information may be processed for legitimate hiring and evaluation purposes in accordance with applicable privacy and data protection laws.