Customer Support Specialist in Part-Time (German + English speaker)
Location
Berlin | Germany
Job description
Who We Are
Our romantic relationship with our partner is one of the most important parts of our lives, but building and maintaining a happy relationship over time can be challenging. We want to make the journey easier.
We believe in the daily practice of love, and through our award-winning mobile app launched in October 2020, we've been helping couples connect in a fun, effective, and affordable way. Recognized as one of Google's Best Apps of 2020 and Apple App of the Day in January 2023 and 2024, we proudly serve over 250,000 users daily, establishing ourselves as the #1 player in the relationship management category.
About The Role
In this role, you will represent Paired to our German- and English-speaking users, ensuring they feel heard, valued and cared for. You’ll interact with our users via multiple platforms and communication channels - but always in writing; no need to hang on the phone.
As one of three customer support specialists, your daily interactions with users will serve as invaluable learning opportunities. You will also play a crucial role in gathering user feedback and ensuring it reaches our Product, Tech, and Marketing teams, contributing to ongoing enhancements and optimisations.
This is a part-time role (28 hours) with the following regular schedule:
- Monday and Thursday: 9 am to 6 pm
- Tuesday, Wednesday, and Friday: 9 am to 1 pm
What Your Role Encompasses
- Responding to user queries and feedback about our app, payments, and sensitively navigating a diverse range of relationship-related personal stories shared by our users
- Engaging with our community via customer support emails, review platforms (App Store, Play Store), and responding to comments on ads running on Meta platforms
- Troubleshooting technical issues internally and offering users accurate and timely support to resolve their technical concerns
- Following guidelines on privacy (GDPR) and reimbursement procedures
- Creating and maintaining our German FAQ
- Identifying and analysing feedback patterns and providing insights to the product and tech teams
- Contributing to projects to improve our current support processes
Requirements
- Previous experience working in Customer Support in the tech industry
- German at a native level and excellent English are a must
- Strong writing skills with a professional yet friendly tone in both languages
- Experience working with Zendesk, Intercom, or a similar customer support software
- Comfortable with technology, both on mobile and desktop platforms. Passionate about our mission to help couples feel happier in their relationships
- A valid European or UK passport or working permit (no sponsorship requirements)
Benefits
- Yearly salary between £24-26K in the UK and €25-28K in Germany (role is available in other markets, the salary will be slightly adjusted to the cost of living in your country)
- Significant stock options
- Fully remote work setup in Europe (±1 hour of London time)
- 3x company offsites every year (e.g. in Malaga, Florence, Lisbon...)
- Subsidised co-working space
- 25 days annual leave (+public holidays)
- Yearly learning budget of £1,000 / €1,150
- Enhanced maternity and paternity leave
- Comprehensive health insurance
- Opportunity to help millions of people with their relationship
Hiring process
- Application Review - We’ll review your application as soon as possible to assess your qualifications, experience, and motivation
- Initial Call - Our People team will reach out to have a conversation with you about your background and the role
- Task - We’ll send you a task to complete at home to assess your practical skills
- Team Interviews - The final step involves interviews with different team members you would be working with on a day-to-day basis
Diversity & Inclusion at Paired
- Our core value is championing relationships. Our app was built to serve all couples regardless of culture, gender, sexual orientation, and ethnicity
- We strive to create an inclusive environment where unique perspectives are encouraged, as we firmly believe that diversity enhances our company, culture and product
- We regularly review our hiring processes, materials and pipeline to ensure they are accessible and free of bias, offering equal opportunity to underrepresented groups. We are also always learning. We maintain open minds and welcome feedback on how we can improve, no matter where it comes from
Job tags
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