Senior Customer Advocate, English, German

Role Overview

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Triage, tag, and resolve emails and chats in Gladly within your SLA.
• Use approved macros and personalize to Grüns voice.
• Process returns and exchanges
• Handle subscription edits in Skio. Fix addresses and payment issues.
• Track shipping issues accurately and promptly
• sending proactive updates.
• Flag product quality or adverse events. Open tasks with photos and details.
• Keep clean notes so any agent can pick up the thread—document resolutions in Gladly.

Requirements

• At least a bachelor’s degree in any field you’re passionate about!
• 3 years of customer service experience (may it be email, phone, or chat support).
• Previous experience supporting SaaS products.
• 2+ years supporting US ecommerce customers.
• Strong written English and German. Clear, concise, and friendly.
• System fluency across multiple tabs and tools.
• Reliable home office with backup power and internet.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Intermediate understanding of common Customer Experience best practices.
• Customer orientation and ability to adapt/respond to different types of characters.