Customer Care - DACH Market (German speaker)

bsport; Barcelona; Ibrido; EUR 38.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

AI tools budget

Health insurance

Dental coverage

Mental health support

Paid sick leave

Wellhub access

Remote day per week

Descrizione del lavoro

bsport is building a global wellness platform. We are seeking a customer support specialist who will be the first contact for users, delivering empathetic, helpful assistance and collaborating with teams to resolve issues.

Required: 1+ year in customer support, native German and English, strong communication, and curiosity about our product. This role offers hybrid work with a flexible schedule and international team collaboration.

Competenze

• 1+ year of customer support experience, ideally in software.
• Excellent written and spoken communication in German and English.
• Ability to explain complex concepts clearly and empathetically.

Mansioni

• Be the first point of contact in conversations via chat and email.
• Resolve standard requests such as passes, subscriptions, bookings, invoices to members, app how-tos, and payment status.
• Escalate complex cases to Level 2 with complete context and follow the case until resolution.
• Flag recurring questions and contribute to help center content.

Conoscenze

Customer support

German language

English language

Clear communication

Descrizione del lavoro

At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success.
Join bsport at one of the most exciting stages of its journey: backed by €30 million in funding, the company is accelerating its international expansion and redefining the future of fitness and wellness tech.

The role

You’ll be the first point of contact for customers, helping them solve problems and get the most out of our product. You’ll combine empathy, curiosity, and problem-solving to deliver an outstanding customer experience, while working closely with other teams to tackle more complex issues and make things better for everyone.

What you will own

1. First contact on every conversation

   • Pick up Fin handoffs and new conversations in chat and email.

   • Solve standard requests: passes, subscriptions, bookings, members, invoices to members, branded app how-to, payment status.

2. Clean escalations

   • When a case needs a decision or an investigation, you escalates it to Level 2 with everything they need.

   • Once the case is escalated correctly, Level 2 owns the client and the conversation until it is closed.

3. Feedback

   • Flag recurring questions and missing help centre content.

Schedule:

Full-time, 40 hours per week, following a rotating schedule:

• Two weeks per month: Monday to Friday 9:00 am - 6:00 pm

• Two weeks per month (weekend rota):

  • Wednesday to Friday: 9:00 am – 6:45 pm

  • Saturday: 9:00 am – 2:00 pm (Work from home)

  • Sunday: 9:00 am – 6:45 pm (Work from home)

  • Monday and Tuesday: Days off.

You would be great fit if you have

• Customer support experience: 1+ year in customer support, ideally in software.

• Language skills: Native German and English.

• Excellent communication: You write clearly and warmly, show empathy, and remain patient when helping customers under pressure.

• Product curiosity: You enjoy learning products in depth and can turn that knowledge into practical solutions for customers.

• Nice to have: Fitness or wellness background, intercom experience or a third language.

What We Offer

AI-powered, from day one
Your own Claude account and a monthly AI tools budget.

Your health comes first
Alan health insurance fully covered by bsport · DKV dental · mental health support · paid sick leave.

Move like the people we serve
Wellhub access to thousands of gyms, studios and wellness apps.

Get more from your pay
Alan Flex: pay meals, transport and nursery from your gross salary, tax-free.

A great place to work, live and connect
Office on Passeig de Gràcia · 1 remote day/week + 15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.

The hiring process

• Introduction call with Daria, talent acquisition

• First interview with Rachel, your future team leader

• Second interview with Taninna, Head of CSM

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.