Senior Customer Support Assistant, Europe

Ancient + Brave | B Corp; Lewes; On-site; GBP 28,000 - 38,000; Full time

Job summary

A wellness brand in the UK is seeking a Senior Customer Support Assistant to lead support across Germany and EU markets. The ideal candidate is fluent in German and English and possesses strong customer service and communication skills. You'll handle customer queries via email and social media, ensuring timely responses. This full-time role includes benefits like private medical insurance and training opportunities.

Benefits

Discretionary bonus

Private medical insurance

Pension contributions

Access to financial wellbeing advice

Continuous training and development opportunities

Complementary nutrition and workout sessions

Qualifications

• Strong customer service and communication skills are essential.
• Experience in data management via Google Sheets/Excel is required.
• Fluency in English and German is a must, knowledge of additional languages is a bonus.
• Organizational skills are necessary for task completion and follow-up.
• Attention to detail is important for solving issues related to claims and returns.

Responsibilities

• Answer all email and social media queries daily.
• Communicate with customers to resolve ongoing queries.
• Utilize Gorgias for tracking customer queries.
• Maintain and update relevant spreadsheets daily.
• Collaborate with internal teams to improve FAQs.

Skills

Customer service skills

Communication skills (written and verbal)

Fluent in English and German

Organizational skills

Problem-solving abilities

Collaborative and feedback-driven

Tools

Gorgias

Shopify

Google Sheets/Excel

Job description

We are a mission-driven wellness brand with an award-winning range of collagen, blends, and supplements. Our vision is to be the #1 wellness brand in the world, setting new standards for holistic health, sustainability, and female empowerment.

Want to be a part of a team that’s shaping the future of health and wellbeing? We're on the hunt for a proactive and people-focused Senior Customer Support Assistant to lead support across our Germany and EU markets. You’ll handle customer queries via email and social media, ensuring clear, timely responses in both German and English.

This is a full-time role (40 hours per week including breaks) with shifts to be agreed. Some weekend work may be required, but will be agreed in advance.

Key Responsibilities

• Ensuring all email and social media queries are answered on a daily basis.
• Following up on email and social media queries to ensure all questions are answered to the customer's satisfaction.
• Communicate regularly, clearly, politely, and helpfully via email, telephone, and social channels with customers who have an on-going query/problem.
• Using our AI system Gorgias to ensure transparency and tracking on all queries.
• Creating and tracking Royal Mail/Shipping partner claims, ensuring all information is provided in a timely manner and monies are received correctly.
• Keeping all relevant spreadsheets/documents updated daily on Google Drive.
• Checking returns spreadsheet every day ensuring all returns are appropriately completed.
• Communicate with Marketing / Nutrition / Operations and local market teams to ensure FAQs, Macros, and training documents are correct and up to date.
• Provide detailed feedback to relevant departments on regular issues and common queries raised by customers to enable preventative action to be taken.

Who You Are

To be successful in this role, you will need the following skills/knowledge/experience:

• Strong customer service and communication skills, both written (email, social media) and verbal (phone).
• Good knowledge of managing data via Google Sheets/Excel.
• Fluent in English and German, with additional languages a bonus.
• Highly organised with excellent time management, ensuring daily follow-ups, updates, and task completion.
• Detail-oriented with problem-solving abilities, including handling claims, returns, and unfulfilled orders.
• Collaborative and feedback-driven, regularly liaising with internal teams to improve FAQs and resolve common issues.
• Proficiency in using systems AI platforms and Ecommerce platforms such as Gorgias and Shopify (full training will be given).

Our Interview Process and What You Can Expect

We’ll start by reviewing your CV/application to ensure it’s a good fit for the role, followed by an initial phone call, a video interview, an interview task, and an in-person interview.

Why Join Us

Ancient + Brave are a community-built brand and embracing innovation and sustainability with social and environmental responsibility is at the heart of everything we do. We hold ourselves accountable to the highest standards when it comes to our commitment to balance profit and purpose.

We offer a range of benefits, including a discretionary bonus, private medical insurance, pension contributions, and access to financial wellbeing advice and support. We also offer continuous training and professional development opportunities and complementary nutrition and workout sessions in the office.

We are an equal-opportunity employer committed to fostering an inclusive and diverse workplace culture. We embrace varied perspectives and encourage creativity that knows no bounds.