Customer Care Representative (English & German Speaking/UK Based) - FTC

Ruggable; Greater London; Remote; GBP 22,000 - 30,000; Full time

Job summary

Ruggable in London, UK, invites a Customer Care Representative to join on a fixed-term contract. You will assist European customers in English and German, mainly by phone, chat and email, delivering friendly, accurate support.

You'll act as a product expert, resolving inquiries including returns, and collaborating with teammates to enhance the customer experience. The role requires UK-based presence for the duration and a proactive, empathetic approach.

Qualifications

• Fluency in German and English.
• UK-based presence for the full length of the contract.
• Experience in customer service and multichannel support.

Responsibilities

• Serve as frontline voice of Ruggable via phone, chat and email.
• Resolve inquiries including returns, cancellations, exchanges, and order status.
• Act as a product expert with knowledge of website, stockists and products.
• Escalate and communicate issues to management to improve customer experience.
• Collaborate with teammates and share tools to boost efficiency.

Skills

German language

English language

Customer service

Empathy

Communication

Problem solving

Attention to detail

Tools

Shopify

Zendesk

Excel

Google Sheets

Job description

Customer Care Representative (English & German Speaking/UK Based) - FTC

London, England, United Kingdom

About Ruggable:

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a patented washable rug design that's disrupting the home décor industry. Our mission is to empower our customers to live vibrantly with beautiful products that don't compromise on function. If you're passionate about consumer products, e-commerce, and high-growth start-ups, keep reading!

Job Summary:

Ruggable is looking for a full-time Contract Consumer Care Representative to join our international team to cover a maternity leave! This individual will act as the voice of Ruggable, interacting with our European customers in English and German primarily via phone, WhatsApp and email. The ideal candidate is someone with prior experience conducting phone calls in customer service, has a positive and upbeat attitude, and thrives in a fast‑paced work environment with highly engaged teams.

What You’ll Do:

• Serve as the frontline voice of Ruggable to our consumers, delivering excellentconsumer service primarily via phone, chat and email
• Provide timely and thorough resolution to consumer inquiries, including onespertaining to returns, cancellations, exchanges, order status, productrecommendations, etc.
• Act as a product expert, maintaining a well-rounded understanding of our website,features, stockists and products
• Communicate with management to elevate problems and recommend resolutions tobetter our consumer experience
• Be a collaborative team player by supporting your teammates and sharing helpfultools or methodologies to enhance efficiency across the team

What You’ll Need to Have:

Required:

• Fluency in German and English
• Physically based in the UK for the full length of contract
• Passionate about helping others and finding solutions
• Ability to resolve inbound inquiries across channels with high empathy and customerengagement
• Ability to summarize and accelerate issues quickly and concisely
• Proficiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)
• Must be a team player
• Self starter and multi-tasker, while remaining responsible and detail-oriented
• Willingness to work between flexible shift schedules to support live channels as needed

Preferred:

• Experience working in omnichannel CPG organizations
• Familiarity with ecommerce and CRM platforms (Shopify, Zendesk), best practicesand industry at large

Details:

• ~1 year fixed term contract, remote (required to be based in the UK)

At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.