Bilingual German & English Customer Support Agent (Remote)

About the role

We are seeking experienced, customer‑focused Multichannel Support Agents to handle voice, email, and live chat interactions for a rapidly growing e‑commerce company operating in Europe. In this role you will be the front‑line brand representative, delivering high‑quality, timely, and professional support to customers.

Key responsibilities

• Handle customer inquiries via call, email, and chat in accordance with defined SLAs.
• Provide accurate, clear, and empathetic responses across all channels.
• Manage multiple conversations simultaneously while maintaining quality.
• Resolve customer issues independently and escalate complex cases appropriately.
• Accurately document interactions in CRM/ticketing systems.
• Adapt quickly to seasonal fluctuations in contact volume, especially during peak periods.
• Maintain professionalism and consistency when representing the brand across different markets.
• Ensure reliable availability during Europe business hours (CET) and peak seasonal periods.

Required profile

• Native or near‑native proficiency in German and English.
• 2+ years experience in a multichannel customer support role (voice, email, live chat).
• Prior experience supporting consumer‑facing or e‑commerce brands preferred.
• Comfortable working with variable and seasonal volumes.
• Excellent verbal and written communication skills with strong active listening and empathy.
• Ability to explain processes and solutions clearly and confidently.
• Culturally aware and comfortable supporting customers across different regions.
• Calm, professional, and solution‑oriented under pressure.
• Experience using CRM, ticketing, and telephony systems.
• Strong computer literacy and ability to learn new tools quickly.
• Accurate documentation and attention to detail.
• Highly organized, self‑disciplined, and able to manage workload independently.
• Flexible and adaptable to changing volumes and priorities.
• Strong sense of ownership, accountability, and brand focus.

Required skills

• CRM systems
• Ticketing systems
• Telephony systems
• Zendesk (preferred)

What we offer

• 100% remote work
• Collaborative and supportive global environment
• Exposure to international clients
• Opportunities for growth and development