Bilingual Customer Engagement Expert (German (C1)/English)

About VertexConnect

At VertexConnect, we specialize in bridging gaps and orchestrating strategic partnerships that drive mutual growth. We operate at the intersection of vision and reality, delivering tailored solutions and talent development that unlock new professional opportunities. We are forward-thinking innovators dedicated to fostering meaningful, high-impact collaboration across industries.

The Opportunity

We are seeking a full-time, 100% remote Bilingual Customer Support Specialist fluent in both German (C1+) and English. In this role, you will serve as the primary point of contact for our international user base, delivering exceptional service while championing customer satisfaction.

Core Responsibilities

• Omnichannel Support: Manage, resolve, and document customer inquiries via phone, live chat, and email platforms.
• Issue Resolution: Troubleshoot fundamental technical challenges using structured scripts and standard procedures.
• Cross-Functional Collaboration: Escalate complex technical or billing issues to specialized internal teams while tracking the ticket to completion.
• Process Optimization: Analyze recurring customer feedback patterns to suggest data-driven updates to our internal support documentation.
• Performance Standards: Maintain consistent alignment with established service-level agreements (SLAs) and productivity metrics.

What We Look For

• Language Proficiency: Professional fluency in written and spoken German (C1 level minimum) and English. Additional languages are highly valued.
• Support Background: Proven experience in a customer-centric environment, ideally within a remote setup or tech-focused organization.
• Technical Aptitude: Comfort navigating CRM platforms, ticketing software (e.g., Zendesk, Jira), and standard cloud-based collaboration tools.
• Communication Skills: Strong interpersonal abilities characterized by empathy, clarity, and active listening.
• Autonomy: Highly organized and self-motivated individuals who thrive when working independently in a virtual office environment.