Customer Support

• Inbound calls of restaurants to help them solve their ordering and delivery challenges and provide effective solutions
• Identify opportunities for account growth, including cross‑selling capabilities and driving additional revenue when relevant
• Call newly registered restaurants that have shown interest in a high daily volume. Follow a structured cadence (calls, emails, WhatsApp) to qualify, convince, and onboard them within 10 days
• Handle written communication channels, including reviewing and registering claims.
• Communicate with all related stakeholders across the company to ensure smooth resolution and information flow

Customer Support Representative, German

• Define and lead the Customer Care Division strategy, ensuring alignment with the company’s overall business goals.
• Lead and develop high-performing customer care teams, empowering leaders and fostering collaboration.
• Oversee customer care operations, ensuring high performance against sales KPIs, service quality and operational efficiency.
• Drive a customer-centric culture and continuously improve customer experience across all service channels.
• Partner with senior leaders across the organization to integrate customer insights into business decisions.
• Lead business planning for the division, including budgeting, resource allocation, and strategic initiatives.
• Identify and drive opportunities to simplify processes, enhance customer loyalty, and create long-term value for the business.

Head of Customer Care

• Provide an excellent customer experience via email, live chat, and social media.
• Ensure a seamless transaction process throughout our marketplace at all times.
• Actively drive resolution of customer issues resulting in customer satisfaction and retention.
• Maintain and/or improve your team’s Customer Support Metrics.
• Collaborate, problem-solve, and/or strategize with team members in order to identify opportunities for improvements and growth.

Customer Support Specialist

• Receive and approve customer orders in a timely and accurate manner in accordance with established procedures.
• Politely provide customers with order-related information by phone, email, and other communication channels, ensuring accurate, high-quality, and timely information delivery.
• Consult customers on products, orders, delivery schedules, and logistics-related matters.
• Resolve customer issues and ensure mutually acceptable solutions are reached.
• Collect and analyze customer feedback and submit proposals for service quality improvements.
• Timely receive and approve sample orders and organize their delivery to customers.
• Plan and organize transportation of goods to customers, ensuring delivery deadlines, optimal routes, and cost efficiency.
• Coordinate transportation schedules with production, warehouse, freight forwarders, and carriers.
• Prepare and verify transport documentation (CMR, waybills, invoices, EX, etc.), ensuring compliance with legal requirements and company standards.
• Ensure clear communication between internal departments to guarantee timely order fulfillment.
• Organize courier shipments at the agreed and requested time.
• Register claims in Salesforce and SAP systems and ensure their accurate and timely resolution.
• Manage incidents (delays, damaged goods, incorrect deliveries) and ensure preventive actions are implemented.
• Prepare reports on customer service and transportation performance indicators, analyze data, and provide recommendations for operational improvements.

Customer Service and Logistics Specialist

• Own and continuously improve the Customer Support operating system, including workflows, processes, and ways of working
• Design and implement scalable structures across ticketing, routing, tagging, escalation flows, automation, and internal documentation
• Build and evolve the QA framework, defining quality standards, scorecards, calibration processes, and turning insights into improvements
• Improve onboarding and enablement by creating structured, repeatable programs and supporting ongoing coaching with Team Leads
• Own CS tooling and system usage, optimizing setup, eliminating inefficiencies, and ensuring tools support scale
• Partner with the Director of CX on data and reporting, improving data structure, reporting quality, and translating insights into action
• Drive process clarity, consistency, and operational excellence across the Customer Support function

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Customer Support Representative, German

Head of Customer Care

Customer Support Specialist

Customer Service and Logistics Specialist

Customer Support Operations Lead