Senior Customer Advocate (Email & Chat Support)

As a Senior Customer Advocate (email & chat support), you will interact with customers to address inquiries and resolve complaints regarding clients’ products and services. In this position, you will collaborate with internal and external teams to handle customer needs, ensuring timely and professional service.

Key Responsibilities:

• Provide accurate, valid, and complete information with empathy, courtesy, and professionalism.
• Triage, tag, and resolve emails and chats in Gladly within your Service Level Agreement (SLA).
• Use approved macros and personalize responses to align with Grüns’ voice.
• Process returns and exchanges.
• Handle subscription edits in Skio, including fixing addresses and payment issues.
• Track shipping issues accurately and promptly, sending proactive updates.
• Flag product quality issues or adverse events, opening tasks with photos and details.
• Maintain clean notes for seamless handoffs, documenting resolutions in Gladly.

Requirements:

We are looking for impact-driven individuals who meet the following criteria:

• Curious and authentic, embodying our core values.
• Analytical and detail-oriented, with an eye for precision.
• Passionate about client satisfaction.
• Hold at least a bachelor’s degree in any field.
• Possess 3 years of customer service experience (email, phone, or chat support).
• Have prior experience supporting SaaS products.
• Include 2+ years supporting US ecommerce customers.
• Proficient in written English and German, with clear, concise, and friendly communication.
• Fluent across multiple tabs and tools.
• Reliable home office setup with backup power and internet.
• Quick learner with aptitude for new technology, systems, and applications.
• Intermediate understanding of common Customer Experience best practices.
• Customer-oriented with adaptability to diverse personalities.

Benefits:

This role includes a language premium on top of the basic compensation.