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About the role
Key responsibilities & impact- Customer service (pre- and post-sale): You are the first point of contact for our customers — by email and phone.
- You answer inquiries, clarify orders and delivery status, and handle complaints and returns.
- You help prospective customers find the right rooftop tent and accessories for their adventure — honest, knowledgeable, and without hard selling.
- You are the face (and the voice) of our brand in direct customer interactions.
- You report recurring issues and customer feedback back to the team.
- As our first dedicated customer-care hire, you help set up our support processes — templates, workflows, and small automations.
Requirements
What you’ll need- Some experience in customer service, support, or consulting — preferably in a startup, e-commerce, or retail environment.
- Level: Junior to Mid-level
- Mindset: Empathetic, patient, communicative — committed to genuinely helping customers rather than just processing them.
- Organized and able to work independently.
- Knowledge: Experience with support tools, Shopify, or ticketing systems is a plus but not required.
- German at native level; good English is nice to have.
Benefits
Comp & perks- ARCTA: Discount on outdoor gear & travel allowance for your next adventures
- Learning: Budget for professional development and real learning opportunities
- Team: Small, motivated core team in Hamburg with an adventure spirit
- Startup vibe: Short decision paths, fast decisions, and real responsibility
- Mentoring: Regular exchange and mentoring with Lukas (Founder) & the team
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
PatientCommunicativeIndependent Work