German & English | Remote Customer Support Advisor | Music Streaming

ModSquad; Ireland; Remote; EUR 38,000 - 58,000; Full time

Job summary

ModSquad is seeking experienced Customer Support Advisors to join our fully remote team, supporting a world-leading music streaming platform. You will handle 5–6 conversations in German and English, resolve account and billing issues, and follow detailed workflows across multiple systems with high accuracy and empathy.

You’ll be part of a fast-paced environment, prioritize security procedures, and document resolutions while escalating when necessary.

Qualifications

• Previous high-volume written customer support experience.
• Experience managing multiple simultaneous chats (5+ chats at once).
• Fluent written German and English.
• Strong problem-solving and attention to detail.
• Able to follow detailed workflows and stay organized.

Responsibilities

• Handle 5–6 customer conversations simultaneously.
• Resolve account, billing, payment, subscription, technical, and product-related issues.
• Research and follow workflows and knowledge base resources.
• Navigate multiple systems while staying organized and detail-oriented.
• Document resolutions accurately.
• Identify recurring issues and escalate when needed.

Skills

High-volume written support

Multi-chat handling

German language

English language

Problem solving

Workflow adherence

Tools

Knowledge bases

Case management systems

Job description

# **We Could Use Someone Like You in Our Crew.****ModSquad** has partnered with one of the world’s leading music streaming platforms and is looking for experienced Customer Support Advisors to join our fully remote team.You’ll provide written support through inbound messaging in **German** **and English**, assisting with account, billing, payment, subscription, technical, and platform-related issues.This is a fast-paced, high-volume environment where you’ll handle **5-6 customer conversations at once**, navigate multiple systems, research knowledge base resources, and follow detailed workflows. **Strong multi-chat experience is essential.*****Please note:** Qualified applicants will complete language assessments in both **German** **and English.*****What You’ll Do*** Handle **5-6 customer conversations simultaneously** while maintaining accuracy and quality* Resolve account, billing, payment, subscription, technical, and product-related issues* Research and follow workflows and knowledge base resources* Navigate multiple systems while staying organized and detail-oriented* Review previous and automated support interactions to determine next steps* Communicate professionally and empathetically, including in challenging situations* Follow security and verification procedures* Use sound judgment and escalate when needed* Document resolutions accurately* Identify recurring issues and provide feedback to improve support**What We’re Looking For****Required:*** Previous high-volume written customer support experience* Proven experience managing **multiple simultaneous chats**; **5+ chats at once strongly preferred*** Fluent written **German****and English*** Strong problem-solving and attention to detail* Comfortable learning and following detailed workflows* Able to stay organized and productive in a fast-paced environment* Experience with knowledge bases, case management systems, or similar tools**Valued but not required:*** Tier 2, specialist, or escalation-support experience* Payments, billing, refunds, or account security experience* Digital, technology, or subscription-based experience* Experience with AI-assisted support tools* Experience identifying trends or improving support processes**Orientation & Production Schedule****8-week orientation | 40 hours/week****Phase 1: 4 weeks*** 4:00 AM - 1:00 PM Pacific Time**Phase 2: 4 weeks*** Self-scheduled during available production hours**Production:*** Available 24/7* Minimum **25 hours/week*** Minimum **12 weekend hours** (Saturday and/or Sunday)**Workspace Requirements*** Windows 11 or macOS Sequoia/Tahoe* Minimum **8 GB RAM**; 16 GB recommended* Broadband internet, minimum **40 Mbps*** Webcam or smartphone capable of taking clear photos* ModSquad security software and mobile 2FA app* **Dual monitors strongly recommended**If you have strong multi-chat experience and thrive in a fast-paced support environment, we’d love to hear from you.**Please note: A Chromebook is not sufficient for ModSquad projects.** **About ModSquad:**ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.*ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.*Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.