Customer Support Agent (German & English Speaking) in Berlin

6 days ago
Fastic
Mid Level
Part Time
Europe
We are seeking a bilingual Customer Support Agent who is fluent in English and German to support a fitness app within our wider portfolio. As a Customer Support Agent you will act as a liaison, provide product information and resolve any emerging problems that our user accounts might face with accuracy and efficiency.

You would be a people person and genuinely excited to help our users. We are seeking an individual who is patient, empathetic and passionately communicative. Problem solving comes naturally to you and you are confident at troubleshooting and investigating to resolve user issues.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Tasks

  • Solve Customer problems via mail, App Store reviews and Facebook/Instagram in English and German.
  • Improve Mails and Social Media messages as a touching point between Fastic and it’s users
  • Find quick solutions for various issues and reach a high customer satisfaction
  • Extend and translate frequently asked question constantly
  • Report frequently requested issues (on a bi-weekly basis)
  • Analyze and report user requests via Mails and App Store reviews
  • Identify special needs for users out of their requests
  • Identify bottlenecks in the workflow and execute / implement suitable solutions

REQUIREMENTS

  • Proven customer/ email / community support experience
  • Able to speak English and German (C1/C2 level or native)
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent written communication skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Bonus: experience with ticketing system like Freshdesk or Zendesk

WHY JOIN FASTIC?

  • Flexible working hours, choose how you work your day, we give you the ability to do your work to your own schedule & build a flow that fits with your personal life
  • Travel to team events, usually in sunny destinations across Europe giving you the opportunity to spend time as a team face to face
  • Fully remote, we are a remote-first organisation & offer you the chance to work from wherever you want as long as it’s CET +/- 2 hours
  • Part of something global, our mission is global and so is our team. We have over 20 nationalities onboard from around the world. We want people of all backgrounds to see themselves represented and included in our work, so we actively seek to diversify our team and bring more voices to the table. Everyone is welcome!
  • Extensive learning opportunities, we value flat hierarchies and live accountability driven leadership. You will be given the opportunity to own your work and wear many hats to solve a variety of different problems
  • Autonomy & ownership, we give you responsibility from day one, the ability to make decisions and have a real impact

At BRNC we help humanity to lead healthier and more fulfilling lives. BRNC is a startup studio focusing on building meaningful consumer self-care brands that impact billions of people.

We invest and co-build from day zero supporting each venture to grow into a stable and independent operation. From the beginning the BRNC team is in the trenches helping to co-build the business and grow the team, as the business matures they move into more advisory positions but still continue to empower the team with sophisticated training and coaching as well as experience sharing. Early-stage ventures we've started and invested in include Fastic and MeClub.

Our portfolio brands follow the BRNC vision to improve more than a billion lives every month by 2030. Our purpose-built startup studio of in-house engineers, designers, marketers, analysts, product specialists and recruiters is on-hand to support our companies to design, build and grow.
We love to work with fascinating and passionate people who want to make the world a better place and create tremendous impact.
The founding team behind BRNC are a team of already seasoned and successful entrepreneurs and tech investors in the digital and mobile ecosystem. Together they have been part of several multi-million dollar exits, one of the latest being their own European Dating App that they founded back

ABOUT US

Fastic was founded in 2019 and has quickly become the World’s #1 fasting app. Since then we have helped millions of users in over 50 countries lead healthier, happier and more balanced lives. Our unique holistic approach combines healthy fasting with mindfulness, education, nutrition, and exercise.
 
We strongly believe that we can contribute in supporting people and our planet with conscious fasting. Our team is global, diverse and remote-first. We are dedicated to our mission of bringing healthy fasting to everyone and restoring the balance. This is the founding team’s second venture after selling their first company for $70m in 2017.
 
Join us to fascinate people to live a healthy life and be part of the change!