Customer Service Representative (German/English)

Reebelo; Deutschland; On-site; EUR 36,000 - 48,000; Full time

Benefits offered by this job

Fully Remote

Retirement benefit

Performance bonus

Job summary

Reebelo is seeking a German and English speaking Customer Service Agent to join our global team, supporting customers in Germany. You will be a key contact throughout the customer journey, delivering timely, high-quality support that reflects our exceptional customer experience standards.

Requirements include 2+ years in customer-facing roles, fluency in English and German, and experience with Zendesk. This is a fully remote role in Germany/Europe with competitive compensation and a focus on

Qualifications

• At least 2 years experience in a customer-facing role.
• Experience in a fast-paced e-commerce environment.
• Proficient in English and German.
• Experience with Zendesk or similar ticketing systems.
• Strong written and verbal communication skills.
• Ability to follow the "voice of Reebelo" for brand consistency.

Responsibilities

• Deliver a positive customer experience through prompt and well-structured responses to customer feedback, problems, queries or complaints.
• Communicate effectively across all channels, including Email.
• Maintain high customer satisfaction levels and drive related metrics (average response time, average resolution time, multi touch tickets, quality assurance score etc.).
• Test/validate new customer service features as they come online or within our customer support platform
• Assess and surface trends as reported by customers in order to resolve technical issues expeditiously
• Be a key team player on our Customer Service team and work closely with other departments (Logistics, Product, Sales) to ensure strong communication and resolve issues quickly and effectively.

Skills

Bilingual EN/DE

Customer service experience

E-commerce experience

Zendesk

Email etiquette

Communication skills

Metrics awareness

Tools

Zendesk

Job description

Reebelo is a marketplace for refurbished tech devices and certified pre-owned lifestyle products. We empower consumers to save up to 70% on their favorite brands while contributing to a sustainable future with every purchase. Our ambitious vision is to lead the circular economy, transforming how people think about consumption. Founded by European co-founders, today we are headquartered in the San Francisco Bay Area with team members across the US, Canada, Australia, Singapore, Malaysia, the UK, France, Germany and Italy. Having raised over $65M and are fully profitable, join our VC-backed scaleup if you’re ready to be part of a dynamic, high-growth team dedicated to making a meaningful impact.

The Role

We are looking for a German and English speaking Customer Service Agent to join our global team, supporting our customers in Germany. In this role, you will serve as a key point of contact for customers throughout their journey, delivering timely, accurate, and high-quality support that reflects our commitment to exceptional customer experience.

What you'll do:

• Deliver a positive customer experience through prompt and well-structured responses to customer feedback, problems, queries or complaints.
• Communicate effectively across all channels, including Email.
• Maintain high customer satisfaction levels and drive other related metrics (average response time, average resolution time, multi touch tickets, quality assurance score etc.)
• Test/validate new customer service features as they come online or within our customer support platform
• Assess and surface trends as reported by customers in order to resolve technical issues expeditiously
• Be a key team player on our Customer Service team and work closely with other departments (Logistics, Product, Sales) to ensure strong communication and resolve issues quickly and effectively.

What You’ll Bring

• Professional level of English and German languages whereby you are comfortable communicating to customers in both languages.
• At least 2 years experience in a customer-facing role.
• Worked in a fast-paced e-commerce environment where change is constant.
• Experience with Zendesk or similar ticketing systems.
• Strong communication skills. Able to compose well-structured emails, demonstrate a sound understanding of email etiquette and able to follow the "voice of Reebelo" for consistency
• Fluent in English and German in reading, writing and speech.
• Good understanding of customer service performance metrics and service level performance metrics.
• Self-reliant and has a positive attitude towards their work and team members.

Why You’ll Love Working Here

• Fully Remote: Work from anywhere in Germany or remote in Europe.
• Compensation: Competitive salary, retirement benefit and performance bonus.
• Low-Meeting Culture: We prioritize focus time and async communication.
• Vibrant Team Culture: Local events and digital global events that connect teams across continents.
• Initial Interview with our Head of People [15 minutes]
• Interview with our Head of CS [45-60 minutes]
• Final Interview with Managing Director in EU [30 minutes]

We know the job search can be both exciting and exhausting, so we strive to keep things simple, streamlined and respectful of your time—our interview process takes 2-3 weeks.

Work Rights

We are only able to consider applicants who hold full, independent working rights in Germany or EU. Unfortunately, we are unable to offer visa sponsorship or support work permit applications for this role.