Senior Customer Advocate (Email & Chat Support)

WHAT IS YOUR ROLE

As a Senior Customer Advocate (email & chat support), you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner.

WHAT WILL YOU DO

• 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.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE...

• 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 skills. Clear, concise, and friendly.
• System fluency across multiple tabs and tools.
• A 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.