Freelance Customer Support Specialist - German + English - remote
komoot
Posted 2 years ago
About the role
Do you enjoy interacting with people and helping them find solutions? Can you easily pick up new information and quickly apply it? Does an independent and flexible working environment help you thrive? Then we’d love to hear from you!
We’re looking for a friendly, tech-savvy Customer Support Specialist to join our team. This is a part-time, freelance and fully remote position. The time commitment will range from 10-30 hours a week, depending on the time of year.
This role is perfect for you if you are looking to work independently and in a fully remote manner - whether you’re a student, a stay-at-home parent, or a digital nomad. We’re looking to build long-term relationships with people for whom this position really makes sense, based on their own circumstances.
What you will do
- Your primary responsibility will be to answer our customers requests (email only) and help them get the most out of our product. You will be the first point of contact for our customers and together with our Customer Support team, play a crucial role in how our users perceive us.
- If you’ve already been using komoot for a long time (or can pick it up very quickly), you’re great at written communication, and you’re looking for a position that offers the right mixture of flexibility and reliability, then this is a great option for you.
Peak season
- Our peak season at komoot starts in April and ends in September. We expect to receive more tickets in peak season and will have significantly more work available.
- The rest of the year is much quieter, however there will be some weeks where we might need extra help. Being able to upscale/ downscale your hours based on current circumstances would be very helpful.
What will your daily work look like?
You will:
- Support our users via email and answer their questions
- Handle mainly product questions and adapt a bank of prepared answers to tailor the response to each case
- Work on first-level bug reporting: identify where there might be errors and then forward the cases to our second-level team
- Regularly ask for help as needed and escalate anything that will require deeper investigation
You’ll be successful in this position if you
- Are able to answer about 12 emails per hour.
- Speak German on a native level &have advanced English (C1-2). You’ll be working with German customers and our internal company language is English.
- Are highly self-driven, responsible, well-organized and independent. This is a position with a high degree of flexibility and no micro-management. You’ll need to be proactive and reliable in your communication.
- Are happy to work during the weekend and evenings (European time). The specific hours will be up to you.
- Are happy to become a komoot expert as quickly as possible (or you already are one).
- Are an excellent written communicator and know exactly how to create high-quality, personalized experiences.
- Learn quickly and enjoy deep diving into technical issues and solving them. Ideally you’re a regular komoot user.
Why you will love it
- You’ll work with outdoor fans and help them to have great experiences and discover more of the great outdoors.
- You’ll be able to set your own schedule and decide when and where you work. Every day. The beach? The mountains? No timezone or country restrictions.
- You’ll have a lot of flexibility and freedom throughout the year to work more during some months and less during others.
- The salary for this position will be 20€ per hour, regardless of where you live. You’ll need to be set up as a freelancer where you live and be able to invoice us.
Sound like you?
Great, then we would love to hear from you! Please send us the following:
- Your CV in English highlighting your most relevant experience.
- A write up explaining why you’re interested in working at komoot.
- Feel free to tell us a little about yourself and show us your interests via your blog, Twitter, Tumblr, Flickr or your website.
- Bonus points for: Doing something creative with komoot (We love people who go the extra mile).