Specialty
Languages and tools
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The role
The company, a global B-Corp providing customer experience services, is hiring a senior customer advocate for email and chat support in English and German. The work supports a US e-commerce supplement brand using Gladly and Skio. Hours follow US business time.
What you will do
- Triage, tag and resolve emails and chats in Gladly within SLA
- Use approved macros and personalise them to the brand's voice
- Process returns and exchanges
- Handle subscription edits in Skio and fix address and payment issues
- Track shipping issues and send proactive updates
- Flag product quality or adverse events and keep clear case notes
What they ask for
- Bachelor's degree in any field
- 3 years of customer service experience by email, phone or chat
- Previous experience supporting SaaS products
- 2+ years supporting US e-commerce customers
- Strong written English and German
- Reliable home office with backup power and internet
- Available during US business hours
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