Customer Support Specialist (Long Term, Full Time, Work From Home, German is a Plus)

We run support for a small group of digital content brands in Europe and the US. Most of our work happens in one place: the inbox. Customers write in, and someone on our team writes back.

That sounds simple. It is not, and that is why we are picky about who does it.

What the job actually is:

You handle incoming messages from customers of the brands we manage. Most of them are repeat customers. Some of them spend a lot. Your job is to keep them happy, keep them talking, and turn a routine conversation into a reason for them to come back.

You are not reading from a script. We have scripts, and you will learn them, but they are a structure, not a cage. The best people on our team can tell within four messages what kind of person they are dealing with and adjust. Somebody who wants a fast answer and nothing else gets a fast answer. Somebody who wants to talk gets talked to. Getting that wrong is how you lose a customer who was about to buy.

You will be writing on behalf of a brand persona, not as yourself. Everything is text. No calls, no video, no camera.

What we need:

• 8 hour shifts, 6 to 7 days a week. We build the rotation together, but we need someone who shows up.
• Your own PC or laptop and stable internet. No phone work.
• English at C1 or better. You need to read tone, not just words. If somebody writes "sure, whatever" you should know that is not agreement.
• Willingness to take direct feedback. We review your conversations and write up what you did wrong every two to three days. If that sounds unpleasant to you, this is the wrong place.
• These are digital content brands and the material is not PG. Nothing you handle involves anything illegal, and nothing involves you personally on camera, but if you need your work to be family friendly, skip this one.

A plus, not a requirement:

If you speak or read German, say so in your application and tell us your level. Some of our brands operate in the German market. We work with translation tools, so German is not required, but somebody who actually understands the language catches things a translator does not. We test this in a short conversation before we make anything of it, so please do not claim a level you cannot hold.

If you studied at Goethe-Institut, at one of the German language schools in Cebu or Manila, or through a DepEd German program at your high school, mention it. It matters to us.

What we pay:
-$2/Hour + 2% commission starting salary
-$3/Hour + 3% commission after having good results with us

On top of that there are performance bonuses tied to specific things we are trying to improve at any given time. Response speed is usually one of them.

We pay on schedule. Every time. Ask our team.

Where this goes:

We are a small operation and we are growing. The people who train new hires, review conversations and run shifts came out of this exact position. We would rather promote someone who already knows how we work than hire a stranger into a senior role. If you are still here in a year and you are good, you will not be doing the same job.

How to apply:

your name, your timezone, your typing speed, a picture of your work setup and whether you speak German.

Applications that say "I am interested, please send details" get no reply.