Customer Support Manager
About the job
We at 360 Digital Starters want to help everyone thrive in all aspects of life. To achieve this, we offer a personality tool, TerraYou, that individuals and businesses can use to easily build a clear picture of their true selves, pinpoint their skills, identify areas for growth, and harness the knowledge to live a fulfilling and balanced life.
We care deeply about getting our customers the help they need to resolve their problems. In time, and beyond their expectations. As our user base grows and the number of requests increases, we’re looking for someone to support us in providing our users with the high-quality personalized support that they need.
This is a mini-job role and candidates must be available to work 6 hours per week, ideally over 2-3 days within our core company hours. It is an advantage if you are available to visit our office in Berlin for training, however, the position is flexible and you will have the option to communicate your preferred working environment (on-site, remote, or hybrid) and working days with our team.
The role:
You will be focusing on our TerraYou platform to help those that reach out to our support channels and PayPal account. Ensuring that customers have the help they need to get as much out of TerraYou as possible will be integral to the role.
What to expect:
- Managing customer relationships. You will be the go-to expert whenever users need a helping hand. This could include supporting premium customers with their purchases, providing assistance to registered users, and answering questions regarding any of our available services.
- Troubleshooting. Occasionally users report issues in the platform experience. You’ll need to work with our product and tech teams to investigate, identify, and find a solution.
- Identifying payments and purchase records. You will be responsible for locating and validating purchases, distributing refunds, and dealing with customer support cases.
- Helping us improve the platform. You will advocate and be the voice of our users. You’ll organize feedback and feature requests and present them to the product team in a way that helps us to inform product decisions.
- Building a catalog of FAQs. You will create and continuously contribute to/improve FAQs, to help our users get the most out of the platform and better help themselves.
We think you’ll be a great fit if:
- You’re motivated by helping people and truly enjoy solving their problems—which you do with kindness, understanding, and professionalism.
- You have strong English and German written and verbal communication skills.
- You love solving problems and are not intimidated when faced with complex challenges. When it comes to connecting the dots, you are curious, logical, and have a can-do attitude.
- You work well independently but have the confidence to ask for help if needed.
- You have excellent time-management skills and can adapt well when priorities change.
- You’re organized, attentive to detail, and thorough.
Bonus points if:
- You also speak languages other than English and German. Spanish would be a plus!
- You are available to visit our Berlin office for training.
- You previously worked in a customer-facing role, in digital e-commerce.
- Experience working with PayPal, or similar payment provider platforms.