Customer Support Specialist

We are looking for a motivated German–English Bilingual Customer Support Specialist to support a global children’s entertainment company that delivers immersive, screen-free audio experiences through storytelling, music, learning content, and interactive play designed for children ages 1–9+.

In this role, you will deliver high-quality customer support while assisting families with product usage, orders, account inquiries, and basic technical troubleshooting. You will engage customers across email and chat in both German and English, ensuring a smooth, supportive, and positive experience from onboarding to everyday use.

This position requires strong communication skills, customer empathy, and the ability to thrive in a fast-paced, family-focused environment where delivering exceptional service and enhancing children’s learning and play experiences are at the heart of every interaction.

What You’ll Do:

• Provide outstanding customer experience across email and live chat in both English and German
• Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting
• Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.)
• Consistently achieve individual and team performance goals
• Demonstrate strong understanding of policies, processes, and product guidelines
• Work cross-functionally to resolve complex customer issues efficiently
• Collect and share customer insights to improve product experience and service quality
• Identify recurring issues and escalate trends for timely resolution
• Proactively collaborate with internal teams to improve workflows and customer experience
• Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases)
• Support additional tasks as assigned by the Customer Happiness Manager
  

What We Expect From You:

• 1+ years of experience in a customer service or support role
• Experience in consumer goods, toys, electronics, or subscription-based products is a plus
• Fluent German and English communication skills (written and verbal)
• Experience with Zendesk or similar customer support tools is an advantage
• Strong organizational skills and ability to work across global/time-zone distributed teams
• Friendly, calm, and customer-focused personality
• Strong problem-solving and critical thinking abilities
• Proactive, collaborative, and solution-oriented mindset
• Active listener with strong attention to detail
• Quick learner with the ability to adapt to new systems and processes