German & English | Remote Customer Support Advisor | Music Streaming

ModSquad; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Fully remote team

Job summary

ModSquad, a fully remote customer experience partner, seeks experienced Customer Support Advisors to assist a leading music streaming platform in German and English. You’ll manage 5–6 conversations across multiple systems, following detailed workflows and researching knowledge bases.

In a fast-paced environment, you’ll resolve account, billing, subscription, and technical issues while maintaining empathy and security procedures.

Qualifications

• Previous high-volume written customer support experience.
• Proven experience managing multiple simultaneous chats (5+ at once 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.

Responsibilities

• 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 elevate when needed.
• Document resolutions accurately.
• Identify recurring issues and provide feedback to improve support.

Skills

High-volume chats

German and English fluency

Multitasking

Problem solving

Workflow compliance

Research knowledge base

Customer empathy

Security procedures

Communication in challenging scenarios

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 elevate 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.