Complaint Specialist

• Handle and resolve customer complaints via our ticketing system and on the phone — always with professionalism and composure.
• Ensure asmooth and transparent transaction flow supporting both buyers and sellers throughout the process.
• Analyze each case carefully to find impartial, well-reasoned solutions that balance user satisfaction and platform integrity.
• Collaborate closely with colleagues acrossCustomer Care, Legal, and Growth Departments to achieve the best possible outcome for all parties involved.
• Contribute toquality assurance by identifying recurring issues, proposing process improvements, and helping refine our complaint management standards.
• SupportProduct Management by sharing insights from user feedback to help optimize our platform and processes.
• Participate actively in ourinternational team culture - exchanging ideas, knowledge, and best practices across time zones.

• You bringexperience in customer service and complaint management, ideally within an e-commerce, fintech, or marketplace environment.
• You’re confident communicating with customers — even in challenging situations — and have a strongservice mindset.
• You can assess complex cases, analyze information critically, and makebalanced, data-informed decisions.
• You’re fluent in English, spoken and written, and have at leastB2 German skills. Additional languages are a plus.
• You have aninterest in watches and luxury products. You might not be an expert yet, but you’re curious to learn about watch brands, models, and the market  and you enjoy talking about them with others. 
• You’re ateam player who thrives in an international and dynamic environment.
• You have solid computer literacy and learn new tools quickly — experience with CRM or ticketing systems (e.g., Zendesk) is a plus.
• You pay attention to detail, stay calm under pressure, and bring empathy, fairness, and structure to your work.

• An open, international work culture that values initiative and collaboration.
• Continuous learning throughtraining sessions and product knowledge workshops.
• The chance to grow in an environment whereexpertise, empathy, and quality matter as much as results.

We stand for a dynamic company culture with flat hierarchies and strong team spirit. We are growing fast - and love pushing beyond our limits. By actively shaping our future, we create an inspiring and attractive work environment.

Do you want to be part of it? Then apply now and become a valuable member of our team in a company that keeps growing - with you!