Business Support Agent - German speaking

Trustpilot Italia; København; On-site; DKK 350,000 - 520,000; Full time

Benefits offered by this job

Flexible working options

Competitive compensation + bonus

Health package and pension

Headspace mindfulness app access

Parental leave

Office with multi-language environment

Volunteer days

Job summary

Trustpilot in Copenhagen is seeking a skilled Business Support Agent for our German-speaking team. You will provide multi-channel support in English and German, work with Sales and Account Managers, and help customers implement and troubleshoot our SaaS product.

You'll use Zendesk, Salesforce, Slack, Jira and eCommerce tools to deliver high-quality support, while maintaining strong relationships across internal teams and with our global customer base.

Qualifications

• Fluent in spoken and written English and German.
• Ability to independently stay organized and maintain a high workload.
• Ability to communicate professionally and explain new concepts to others.
• Experience in customer support within digital commerce is an advantage.
• Basic understanding of e-commerce and SaaS products.
• Ability to meet KPIs and deliver consistent performance.

Responsibilities

• Provide support to companies and our community by email, chat, and phone to assist implementation and troubleshooting of our product in English.
• Monitor incoming email alerts to the Helpdesk system and respond to open tasks.
• Assist customers with technical issues preventing setup or usage of services.
• Build and maintain best practices and self-service guides for future issues.
• Work with New Business, Customer Success, and Product teams to ensure excellent service.
• Respond quickly to ensure all customers receive timely support.
• Be comfortable with both B2B and B2C support and with Zendesk, Salesforce, Slack, Jira, and eCommerce tools.
• Provide effective teamwork with Support Agents on a global plan.

Skills

Fluent in English

Fluent in German

Customer support

SaaS knowledge

Salesforce experience

Frontend knowledge

Tools

Zendesk

Salesforce

Slack

Jira

eCommerce platforms

Job description

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!

To support Trustpilot’s rapid expansion, we’re looking for a skilled and service-minded Business Support Agent to join our German speaking team in Copenhagen.

Every month more than 1.5 million new reviews are posted on Trustpilot for one of the thousands of businesses in our review community. It’s no exaggeration to say that we’re growing at lightning speed. Every single day Trustpilot enables consumers to choose with confidence while enabling companies to grow their businesses. Behind our global growth is a motivated, international team working in a thriving, fun, vibrant environment. Does this sound like your kind of workplace?

Providing support to our customers through all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with sales and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, providing high-quality support to both customers and reviewers.

What You\'ll Be Doing

• Provide support to companies and our community by email, chat, and phone to assist implementation and troubleshooting of our product in English
• Monitor incoming email alerts to the Helpdesk system and access the system frequently to ensure that any open tasks are acknowledged and responded to
• Assist our customers with any technical issues that are preventing them from setting up / using our services.
• Build and maintain “best practices” and self-service guides enabling customers to solve future issues
• Work closely with New Business, Customer Success, and Product teams to ensure the best service for customers
• Work quickly and efficiently to ensure all customers and consumers receive support promptly
• Be comfortable with both B2B and B2C support and familiar with tools such as Zendesk, Salesforce, Slack, Jira, and eCommerce solutions.
• Provide effective teamwork with Support Agents on a global plan

Who You Are

• Fluent in spoken and written English and German
• Ability to independently stay organized and maintain a high workload
• Ability to remain balanced and professional while communicating
• Capacity to explain new concepts and provide training on products to other team members
• Advantage to have Experienced in customer support within digital commerce
• Basic understanding of e-commerce and SaaS products
• Ability to provide a high level of service and deliver a consistent performance against KPIs
• Advantage to have Salesforce experience and knowledge about Frontend technology and e-commerce concepts

What\'s In It For You

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated)
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist
• Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Central office with a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen, and table tennis and has a wide variety of refreshments available - you can opt-in for breakfast and lunch at an affordable price
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials
• Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes, and escape rooms
• Employee discounts to restaurants and shops

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we\'d still really like to hear from you!

About Us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we\'re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We\’re driven by connection. It\’s at the heart of what we do. Our culture keeps things fresh –– it\’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we\’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you\’re ready to grow, let\’s go.

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team ([e-mail]) quoting the role you wish to apply for.