German-Speaking Retention Specialist (Remote)

Digistore24 USA; Polska; Remote; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first

Structured onboarding

Regular coaching

Quality-focused team

Job summary

Digistore24 is seeking a German-speaking Customer Retention Specialist to assist customers considering refunds or cancellations. You will determine if issues can be resolved through product guidance, access support, or approved partial refunds, while maintaining a customer-focused approach.

You’ll handle about 40% tickets, 40% live chat, and 20% video/voice interactions in German, with a remote-first setup and autonomy in daily work.

Qualifications

• German at C1 level or higher (written and spoken).
• English at B2 level or higher for internal communication.
• At least 2 years in customer support, retention, sales, or related role.

Responsibilities

• Handle German-language refund, cancellation, and dissatisfaction requests via tickets and live chat.
• Speak with customers via video or voice when a live conversation helps resolve issues.
• Identify retention opportunities by understanding the reason for cancellation or refund.
• Present approved solutions and offers clearly and honestly.
• Document outcomes and maintain accurate records for measurement.

Skills

German C1

English B2

2+ years experience

Job description

Digistore24 is seeking a German-speaking Customer Retention Specialist to assist customers considering refunds or cancellations. You will determine if issues can be resolved through product guidance, access support, or approved partial refunds, while maintaining a customer-focused approach.

You’ll handle about 40% tickets, 40% live chat, and 20% video/voice interactions in German, with a remote-first setup and autonomy in daily work.