E‑commerce Support Specialist — Remote & Multilingual

ahead®

Home (KS)

On-site

USD 45,000 - 65,000

Full time

14 days+

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Benefits offered by this job

€50 monthly allowance

Urban Sports Club

Mobility options

Brand vouchers (IKEA, Rewe, Rossmann)

Job summary

ahead GmbH is seeking a customer support professional with real e-commerce experience for a fully remote role. You will own processes and KPIs, and drive automation initiatives across a multi-market support function for DE, NL, and FR.

Ideal candidates bring 2+ years in B2C support, fluency in German/English (Dutch or French a plus), and hands-on experience with Gorgias, Zendesk, Shopify, Notion, and Asana. You thrive in remote work and value proactive collaboration.

Qualifications

2+ years in B2C customer support, ideally in a D2C ecommerce environment.
Fluent in German and English; Dutch or French is a strong advantage.
Experience with helpdesk tools (Gorgias, Zendesk) and ecommerce stack (Shopify).
Tech-savvy; comfortable using AI tools and automation platforms.
Remote work mindset with proactive, ownership-driven approach.

Responsibilities

Handle customer inquiries across DE, NL, and FR via email, contact form, and WhatsApp (soon).
Own and optimize core workflows (returns, product quality cases, inbox management).
Identify automation opportunities and document/implement fixes.
Collaborate cross-functionally with product, social media, operations, supply chain, and marketing.
Track and report KPIs (CSAT, FRT, resolution time) to drive improvements.
Maintain sharp tooling and onboarding of new workflows to scale operations.