Remote German-English High-Volume Support Advisor

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

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.