First point of contact for our customers: support via email, chat and phone — quick, friendly and solution-oriented
Handling inquiries, complaints and returns with high quality standards
Working with our CRM system HubSpot to manage and document customer requests in a structured way
Using automation and AI-powered tools to process inquiries efficiently and continuously improve service processes
Coordinating with internal teams (Operations, Logistics, Product, Marketing) when complex issues need to be escalated
Assisting in the creation of FAQs, guides and self-service materials to efficiently address recurring questions
Supporting the optimization of our service processes to improve the everyday customer experience
Collaborating closely within the team to ensure consistent, high-quality service

Several years of experience in customer service, ideally in an e‑commerce or digital environment
Friendly, service-oriented and solution-focused communication with customers — both written and by phone
Confident handling of email, chat and phone communication
Technical affinity and enthusiasm for digital tools, e.g., CRM or support systems (HubSpot preferred)
Interest in automation and AI-powered tools to make service processes more efficient
Strong organizational skills and the ability to coordinate requests efficiently and work with internal interfaces
Team player with a desire for close collaboration to deliver the best possible service together

30 days of vacation plus additional leave for special occasions such as marriage or childbirth
€50 monthly voucher via Become1, usable flexibly (e.g., for fuel or groceries)
30 days of workation per year — work where you think and are most creative
Flexible working hours and the option to work remotely
Company bike (JobRad) and attractive employee discounts — including on our own products
Flat-hierarchy team culture: we work respectfully, support each other and pull together
Free drinks & snacks: coffee, water, fruit and small treats

Customer Service Representative – E‑Commerce

Key skills