German Customer Service Specialist

We are a fast-growing 7-figure DTC health & wellness brand on a mission to help people live pain-free, healthier lives – through smart, science-backed products and a world-class customer experience.

We’re looking for a Customer Support Specialist who doesn’t just answer tickets – but owns the customer relationship. Someone who understands that behind every email or message is a real person who wants to feel heard, helped, and supported – not just “handled.”

This is not a boring support job. You’ll be shaping the way our brand is perceived, improving processes, and making sure our customers feel cared for, confident, and loyal.

What You’ll Be Doing

• Respond to customer messages (email , social, chat) with speed, clarity, and genuine empathy
• Solve common issues like order tracking, returns, usage questions, and payment support
• Collaborate with our operations and creative team to improve self-service tools, FAQs, and automation flows
• Flag patterns and insights that could improve conversion, retention, or product quality
• Help us deliver a premium, human brand experience – even in high ticket volume
• Occasionally support with Trustpilot/Google Reviews, comment replies, or product feedback

You Are

• Native or fluent in German (C1/C2 level is mandatory – our customers are 100% German-speaking)
• Deep familiarity with Shopify and helpdesk platforms is required – ideally with Freshdesk. You should be confident navigating orders, refunds, customer profiles, and ticket workflows without guidance.
• Empathetic, fast-thinking, and customer-obsessed
• Emotionally intelligent: you know when to reassure, when to delight, when to be direct
• Proactive and solution-oriented: if something’s broken, you either fix it or improve it
• Bonus: Experience in DTC, wellness, e-commerce or medical-related support

?? To Apply

• Send us a short message about why you’re a great fit
• Include your hourly rate or desired salary

???? Note: Shortlisted candidates will be asked to complete a small test task (approx. 10 min) to simulate a real support situation (tone, clarity, helpfulness, escalation logic, etc.).

Let’s build something better than “support.” Let’s build a brand people love to come back to.

– Michael
Founder