Customer Service Specialist (all genders)

• Structured handling of complex and escalated customer inquiries, complaints, and claims via email (Last Level Support - no direct customer phone contact)
• Independently investigating cases within our systems with extended permissions and collaborating closely with internal stakeholders, particularly Finance, Tech, and Legal, to find solutions
• Collaborating with internal teams to optimize processes and workflows based on insights gained from case resolutions
• Supporting our Quality team in ensuring the quality of our external partners
• Contributing to knowledge sharing within the team by documenting workflows in English and ensuring knowledge is captured sustainably
• Taking on responsibility for projects and special cases at an early stage
• First experience in customer service (e.g. in a call center environment or on the service provider side) is a strong plus - but motivated career changers with a passion for solving complex cases and conducting in-depth research are also very welcome
• For us, practical experience matters more than theory. Your personality and logical thinking are what count - a university degree or specific professional training is not required
• You have a quick grasp of new topics, strong problem-solving skills, and enjoy investigating complex cases in depth (“detective work”)
• You communicate confidently in writing, have a strong service mindset, and maintain a professional approach when working with our internal departments
• You are open to learning new tools. First experience with Google Workspace, Confluence, Jira, or Zendesk is a plus, but not a must - we will teach you everything you need to know
• You work in a structured and conscientious manner and bring a hands-on mentality as well as a high level of initiative
• You have excellent German and English skills, both written and spoken
• You enjoy working in a team and remain calm even when dealing with challenging cases

• Your perks at a glance: Visit our benefits page .
• Simply apply online via our career page - we will get back to you as soon as possible!

A Place Where You Can Be You

• We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
• Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
• What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.