Bilingual German & English Customer Support Agent

We are seeking experienced, customer-focused Customer Support Agents to handle Email and Live Chat interactions for a rapidly growing healthcare app company headquartered in Germany.

In this role, you will be the front-line brand representatives, delivering high-quality, timely, and professional support to the customers.

What You'll Do

• Handle customer inquiries via email and chat in accordance with defined SLAs.
• Provide accurate, clear, and empathetic responses across all channels.
• Manage multiple conversations simultaneously while maintaining high quality standards.
• Resolve customer issues independently where possible and escalate complex cases appropriately.
• Accurately document interactions in CRM/ticketing systems.
• Adapt quickly to seasonal fluctuations in contact volume, particularly during peak periods.
• Maintain professionalism and consistency when representing the brand across different markets.

What We’re Looking For

Language Requirements

• Native or near-native proficiency in (MUST) German and English (Min. B2 level or equivalent).

Customer Support Experience

• 2+ years experience in a multichannel customer support role, especially in email and live chat.
• Prior experience supporting consumer-facing or similar brands is strongly preferred.
• Comfortable working in environments with variable and seasonal volumes.

Communication & Soft Skills

• Excellent verbal and written communication skills.
• Strong active listening and empathy.
• Ability to explain processes and solutions clearly and confidently.
• Culturally aware and comfortable supporting customers across different regions.
• Calm, professional, and solution-oriented under pressure.

Technical & System Skills

• Experience using CRM and ticketing systems. Prior experience using Zendesk would be a strong advantage.
• Tech-savvy, strong computer literacy and ability to learn new tools quickly.
• Accurate documentation and attention to detail.

What Makes You a Great Fit

• Prior experience working with international brands and German customers.
• Highly organized and self-disciplined.
• Comfortable managing workload independently.
• Flexible and adaptable to changing volumes and priorities.
• Strong sense of ownership and accountability.
• Professional, dependable, and brand-focused.

Schedule & Availability

• Europe Business Hours: Monday–Friday, 09:00–17:00 CET.
• Reliable availability during peak seasonal periods is essential.

What We Offer

• 100% remote work.
• Collaborative and supportive global environment.
• Exposure to international clients.
• Opportunities for growth and development.

Ideal Work Setup

• System: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)
• RAM: Minimum 8GB
• Processor: Intel Core i5 or higher
• Internet: 40–50 Mbps (download), 30 Mbps (upload)
• Equipment: Wired headset
• Environment: Quiet, distraction-free workspace

IMPORTANT NOTES!

Influx never asks candidates to make any payment throughout the entire recruitment process. Successful candidates will be contacted only through email ending with influx(dot)com.