We are seeking experienced, customer-focused Customer Support Agents to handle Email and Live Chat interactions for a rapidly growing healthcare app company headquartered in Germany.
In this role, you will be the front-line brand representatives, delivering high-quality, timely, and professional support to the customers.
What You'll Do
- Handle customer inquiries via email and chat in accordance with defined SLAs.
- Provide accurate, clear, and empathetic responses across all channels.
- Manage multiple conversations simultaneously while maintaining high quality standards.
- Resolve customer issues independently where possible and escalate complex cases appropriately.
- Accurately document interactions in CRM/ticketing systems.
- Adapt quickly to seasonal fluctuations in contact volume, particularly during peak periods.
- Maintain professionalism and consistency when representing the brand across different markets.
What We're Looking For
Language Requirements
- Native or near-native proficiency in (MUST) German and English (Min. B2 level or equivalent).
Customer Support Experience
- 2+ years experience in a multichannel customer support role, especially in email and live chat.
- Prior experience supporting consumer-facing or similar brands is strongly preferred.
- Comfortable working in environments with variable and seasonal volumes.
Communication & Soft Skills
- Excellent verbal and written communication skills.
- 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.
Technical & System Skills
- Experience using CRM and ticketing systems. Prior experience using Zendesk would be a strong advantage.
- Tech-savvy, strong computer literacy and ability to learn new tools quickly.
- Accurate documentation and attention to detail.
What Makes You a Great Fit
- Prior experience working with international brands and German customers.
- Highly organized and self-disciplined.
- Comfortable managing workload independently.
- Flexible and adaptable to changing volumes and priorities.
- Strong sense of ownership and accountability.
- Professional, dependable, and brand-focused.
Schedule & Availability
- Europe Business Hours: Monday–Friday, 09:00–17:00 CET.
- Reliable availability during peak seasonal periods is essential.
What We Offer
- 100% remote work.
- Collaborative and supportive global environment.
- Exposure to international clients.
- Opportunities for growth and development.
Ideal Work Setup
- System: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)
- RAM: Minimum 8GB
- Processor: Intel Core i5 or higher
- Internet: 40–50 Mbps (download), 30 Mbps (upload)
- Equipment: Wired headset
- Environment: Quiet, distraction-free workspace
IMPORTANT NOTES!
Influx never asks candidates to make any payment throughout the entire recruitment process. Successful candidates will be contacted only through email ending with influx(dot)com.
