Senior Customer Support Representative (Remote) - EU Market Support

Position: SENIOR CUSTOMER SUPPORT REPRESENTATIVE (REMOTE) – EU MARKET SUPPORT

Salary range: Between $3,500 - $4,900 NZD (7,500–10,500 PLN/month gross)(The final amount will be at the the client discretion basing on the candidate’s skills and experience.)

Working Hours: Monday to Friday | EU Business Hours

Languages Required: English & German

Preferred (Not Required): French

Work set-up: 100% Remote work (Independent Contractor Agreement)

Holidays:To be determined

Recruitment process: possible multiple client interviews and assessment

When applying, kindly include the following:

• A 1–2 minute video introduction in German (please share the video link)
• An updated resume/CV in English
  

OVERVIEW

Our client is a growing international eCommerce business looking for a hands-on Customer Support & Service Team Lead to support their expanding EU operations. This is a highly operational role where approximately 80% of the day will involve actively handling customer tickets while also supporting and guiding a small remote team.

This opportunity is ideal for a strong Senior Customer Support or Customer Service professional ready to step into their first leadership role. The role requires someone who is empathetic, solutions-focused, and confident handling sensitive customer situations with care and professionalism in a fast-paced environment.

Key Responsibilities

Advanced Customer Support & Escalations

• Handle customer enquiries via email, live chat, and other core support channels.
• Provide accurate product information and troubleshoot customer concerns efficiently.
• Manage escalated or high-priority cases, taking ownership of tricky customer situations to ensure positive outcomes before they need to go to global management.
• Deliver clear, high-quality written and verbal communication across all customer interactions.

Team Guidance & Peer Support

• Act as the local, on-timezone point of contact and mentor for a small team of Customer Service Agents.
• Coordinate light team touchpoints, such as calling the local team together for brief daily check-ins or stand-up meetings.
• Lead by example by actively managing ticket queues and demonstrating customer service best practices.
• Assist with onboarding and training new team members as the regional support team grows.

Operations & Process Improvement

• Monitor workflows, ticket queues, and response times to ensure SLA targets are achieved.
• Identify recurring customer issues or regional trends and recommend process improvements to the Customer Service Manager.
• Ensure team adherence to internal systems, processes, and brand tone guidelines.

Collaboration & Reporting

• Provide regular updates and operational insights to management regarding regional team performance and ticket trends.
• Collaborate closely with cross-functional teams and global headquarters.
• Proactively escalate systemic customer experience concerns and operational risks.

What We’re Looking For

• A customer-first professional who takes true ownership of outcomes and drives service excellence.
• Someone who thrives in a fast-paced, high-volume eCommerce environment but remains methodical and organized.
• A collaborative and transparent team player who naturally helps peers and enjoys fostering a supportive team environment.
• A growth-minded individual who is comfortable mastering the core customer service role first, with the natural capability to step up as the team expands.

Key Requirements

• Language Skills: Fluent in both English and German (written and verbal) is essential. (Additional European languages are a plus).
• Experience: Minimum of 5 years of experience in a dedicated Customer Service role, with proven experience handling complex customer escalations or serving in a senior/peer-mentor capacity.
• Industry Experience: Experience within eCommerce, retail, consumer products, or product-based customer support environments.
• Technical Proficiency: Strong working knowledge of standard eCommerce platforms (e.g., Shopify) and customer support omni-channel ticket systems (e.g., Zendesk, Gorgias, or similar).
• Soft Skills: High emotional intelligence, a calm demeanor under pressure, and the ability to turn difficult customer situations into positive experiences.
• Work Style: Self-motivated and comfortable working remotely across international time zones. Longevity and a desire to grow with a company long-term are highly valued.