Sales Support Specialist ensuring timely and accurate Commercial Finance transactions while providing customer service support to Account Managers. Collaborating with teams for process improvements and documentation accuracy.
About the role
- Customer Support Manager providing operational support and enhancing service processes for a member-based online organic supermarket. Managing member inquiries and feedback to improve service quality.
Responsibilities
- Operational support
- Independently handle member inquiries by email — you are the first point of contact and ensure fast, competent resolutions
- Manage escalations and complex cases that require particular tact
- Ensure a consistent, warm tone across all member communications
- Reliable ticketing: prioritization, categorization and follow-up of requests in the ticketing system
- Voice of the Customer
- Systematically collect and prepare member feedback for product, marketing and operations teams
- Identify recurring issues and proactively develop solutions; establish an internal feedback loop between support and the relevant teams
- Support processes & improvement
- Contribute to the optimization and automation of existing support workflows
- Assist in the development of our support channels and tools
- Analyze support KPIs (response times, satisfaction, ticket volume) and derive concrete improvement proposals
- Contribute to the development of help pages and self-service resources
Requirements
- 2–3 years of professional experience in B2C customer support, customer success or customer service — ideally in e‑commerce or a comparable digital environment
- Experience with ticketing and support tools (e.g., Zendesk)
- AI fluency: you use AI tools (e.g., ChatGPT, Claude, automation tools) routinely in your daily work and bring ideas for how AI can make support more efficient
- Hands-on mentality: you are happy to contribute operationally and are comfortable with day-to-day tasks
- A good sense for our members — ideally you are a regular organic shopper or have a strong interest in organic products
- Independent, structured way of working and enjoyment in taking responsibility
- Flexibility and willingness to work in a startup environment
- University degree or comparable qualification
- German at C2 level and fluent English (C1)
Benefits
- Attractive compensation with a performance-based component (€36,000–€42,000 p.a., depending on experience and qualifications)
- Preferred start date: July/August 2026
- Help build something new in a fast-growing startup in the organic / e‑commerce segment
- Very steep learning curve with scaleup impact combined with the know-how of an established company
- Great team that holds itself to high standards and looks out for one another
- Flexible working hours you can arrange to suit your needs
- Hybrid working model in Berlin (approx. 2–3 days/week in the office)
- 30 days paid vacation per year
- Regular team events — offsites in France and Germany
- Job ticket / Deutschlandticket
- Urban Sports Club membership
- Free Ackerherz membership and an additional 20% discount on all products in our shop
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Channel Support Representative responsible for order flow process and logistics management at Fluke. Addressing delivery issues, processing quotes, and maintaining customer communication.
Customer Service Assistant Manager leading customer service teams at Bowtie, a virtual insurer in Hong Kong. Resolving queries, training staff, and improving service quality in a fast - paced environment.
Customer Service Advisor providing support through various channels in a fast - paced fashion environment. Engaging with customers to resolve inquiries and enhance their shopping experience.
Customer Service Advisor supporting luxury fashion customers across multiple channels. Providing excellent service and managing customer inquiries within a dynamic fashion environment.
Customer Experience Intern assisting in software configurations and customer support tasks. Engaging in training and collaboration within a global team.
Customer Service Representative helping customers navigate financial services and banking issues. Engaging in problem - solving and providing support in a supportive team environment.
Customer Support Specialist assisting clinicians with Lyrebird's technology. Ensuring timely resolutions and aiding clinicians in navigating documentation tasks while building trust and confidence.
Customer Service Banker being first point of contact for BNZ customers. Flexibility in a casual environment with opportunities to learn and grow in banking.
Retail Sales Consultant providing exceptional in - store customer service for Telstra. Empower customers through tailored solutions and ongoing tech training within an iconic Australian brand.