Customer Support Agent (All Genders)

Ahead GmbH; Hamburg; Hybrid; EUR 40.000 - 52.000; Vollzeit

Zusammenfassung

ahead GmbH is seeking a customer support professional to manage inquiries across DE, NL, and FR in a fully remote role. You will own critical workflows such as returns and product quality cases, and actively pursue automation to improve efficiency. Fluency in German and English is required, with Dutch or French being a strong advantage.

You will work with Gorgias, Shopify, and Asana to document fixes, onboard new workflows, and scale the operation while maintaining high CSAT scores.

Qualifikationen

• 2+ years of experience in B2C customer support in a D2C environment.
• CSAT targets and performance metrics are important.
• Fluency in German and English; Dutch or French is a strong advantage.

Aufgaben

• Customer Inquiry Handling across DE, NL, and FR via email, contact form, and soon WhatsApp, with CSAT target ≥ 4.6/5.
• Process Ownership & Optimisation of returns, product quality cases, and inbox management.
• Automation & AI Implementation to automate workloads and improve efficiency.
• Cross-functional Collaboration with product, social media, operations, supply chain, and marketing.
• KPI Tracking & Reporting for FRT, resolution time, CSAT, and overall team improvement.
• Tool & Workflow Management using Gorgias, Shopify, Asana, Notion, and related tooling.

Kenntnisse

German language

English language

Ownership mindset

Proactive communication

Tools

Gorgias

Zendesk

Shopify

Notion

Asana

Google Sheets

Jobbeschreibung

At ahead, we are on a mission to clean up the world's candy drawers – low-sugar snacks everyone actually craves, and zero compromise on taste. We are a 120-person team based in Hamburg with aggressive growth plans across DACH and into new European markets.

Our customers are at the heart of everything we do – and as we scale, so does the bar for our CX team.

Are you a customer support professional with real e-commerce experience, genuine ownership over processes and KPIs, and a sharp eye for automation opportunities? Someone who sees a spike in ticket volume not as noise, but as a signal worth fixing? If so, we would love to get to know you!

YOUR TASKS

Customer Inquiry Handling: You are the first and best point of contact for our customers across DE, NL, and FR – via email, contact form, and (soon) WhatsApp. You handle every inquiry empathetically, efficiently, and with a solution in mind-whether it's a shipping status, a product question, a discount code issue, or general customer feedback. Your personal CSAT target is \u2265 4.6/5, and you hold yourself to it.

Process Ownership & Optimisation:You own the workflows that matter most – returns, product quality cases, inbox management – and you make them better. You spot inefficiencies, document fixes, and implement them without waiting for permission. Fewer manual steps, faster resolutions, happier customers.

Automation & AI Implementation: You actively look for what can be automated. You are fluent in AI tools, comfortable building workflow improvements, and pragmatic about where technology helps versus where human judgment wins. You make the support operation smarter over time – not just faster.

Cross-functional Collaboration: You work closely with product, social media, operations, supply chain, and marketing teams to resolve customer issues and turn customer signals into actionable input for the teams around you.

KPI Tracking & Reporting: You don't just hit your KPIs – you understand them. FRT, resolution time, CSAT – you track, flag, and report in a way that helps the whole team improve.

Tool & Workflow Management:You keep our tooling sharp – Gorgias, Shopify, Asana – document what works, onboard new workflows, and help the operation scale without losing quality.

YOUR PROFILE

You bring at least 2 years of experience in B2C customer support – ideally in a D2C e-commerce environment. You know what good looks like, and you have the CSAT scores to show for it. E-commerce or D2C background is mandatory. B2B-only backgrounds are not a fit for this role.

You are fluent in German and English. Dutch or French is a strong advantage – we are growing in NL and FR, and cross-market support quality matters.

You are tool-proficient and genuinely tech-savvy. Gorgias or Zendesk experience is a must. Shopify is non-negotiable. You are comfortable with AI tools (ChatGPT, Claude), basic automation platforms, Google Sheets, and Asana – and you actively use them to work smarter.

You have an ownership mindset and do not wait to be told what to do. You identify the problem, build the fix, and follow through. You are empathetic with customers and a team player who communicates openly and directly. You thrive in a fully remote setup – self-motivated, proactive, and genuinely invested in staying connected with the team.

WHAT MAKES YOUR PROFILE COMPLETE

Experience in FMCG, food & beverage, or startup / scale-up environments.

Hands-on experience with NL or FR customer markets.

Project management experience – able to own process optimisation initiatives alongside day-to-day ticket handling.

Demonstrated track record of identifying and implementing process or automation improvements.

Comfort with Notion and Asana as part of a broader ops stack.

AND WHY AHEAD?

ahead GmbH is an equal opportunity workplace and is devoted to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

About us