Customer Support

Joy_

Customer Support role at Joy_, helping customers effectively via email and collaboration. Focused on resolving issues and suggesting process improvements in a remote-first environment.

Posted 6/18/2026part-timeRemote • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own day-to-day customer communication via email (and other channels as we add them)
Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome
Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds)
Coordinate special cases with external partners (shops, carriers, vendors) when needed
Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly
Escalate technical or high-risk cases early and clearly (and help define what “high risk” means)
Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles

Requirements

What you’ll need

Excellent written communication in English (German is a plus, but not mandatory)
Strong customer mindset: you genuinely enjoy helping people
Structured thinking: you can handle ambiguity, prioritize well, and stay calm under pressure
Ownership: you don’t just answer questions, you see them through to a real outcome
Comfort with tools and processes (you like making things clearer, not messier)
Experience in Customer Support / Customer Service (fast-paced environment is a plus)
Experience with Zendesk (or similar helpdesk tools)
Familiarity with e-commerce operations: orders, shipping, tracking, refunds, returns
Comfort collaborating async in a distributed team

Benefits

Comp & perks

Flexible working hours (especially suitable if you’re studying)
Remote-first setup
Weekend availability is a plus (depending on scheduling and support coverage)
A friendly team with short communication paths
Room to shape processes and tools
Insight into how a modern ops + product + automation stack is built
Growth opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

excellent written communicationstrong customer mindsetstructured thinkingownershipcomfort with tools and processesexperience in customer supportability to handle ambiguityprioritizationcalm under pressurecollaboration in distributed teams