Customer Support (Part-time & Remote)
The role As Customer Support, you help customers quickly and reliably, and you make sure every reply is clear and actually solves the problem. You’ll work primarily in our helpdesk / Help Center platform (currently Zendesk, with a planned migration), collaborate closely with Operations and Product/Engineering, and improve our processes by spotting patterns and turning them into better workflows. Tasks What you’ll do Own day-to-day customer communication via email (and other channels as we add them) Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds) Coordinate special cases with external partners (shops, carriers, vendors) when needed Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly Escalate technical or high-risk cases early and clearly (and help define what “high risk” means) Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles
Requirements
What we’re looking for Must-haves Excellent written communication in English (German is a plus, but not mandatory) Strong customer mindset: you genuinely enjoy helping people Structured thinking: you can handle ambiguity, prioritize well, and stay calm under pressure Ownership: you don’t just answer questions, you see them through to a real outcome Comfort with tools and processes (you like making things clearer, not messier) Nice-to-haves Experience in Customer Support / Customer Service (fast-paced environment is a plus) Experience with Zendesk (or similar helpdesk tools) Familiarity with e-commerce operations: orders, shipping, tracking, refunds, returns Comfort collaborating async in a distributed team How we work (standards) Response time goal: within 24 hours (faster when possible) Reliability: only promise what you can deliver, and follow through
Benefits
What you’ll get Flexible working hours (especially suitable if you’re studying) Remote-first setup Weekend availability is a plus (depending on scheduling and support coverage) A friendly team with short communication paths Room to shape processes and tools Insight into how a modern ops + product + automation stack is built Growth opportunities Depending on team needs, there may be an opportunity to move into the Engineering team in the future. Deep product knowledge is a strong plus. Our Engineering team works fully remote, like the rest of the company. How to apply Send us: A short note on why you want to join Joy_ Your CV If you can: 2-3 examples of customer messages you’ve written (can be anonymized) Only Applications via this Job Post will be considered. At Joy_, we place great value on equal opportunities. We believe that an outstanding work environment should reflect a diversity of backgrounds, talents, and thoughts. Every personnel decision is made solely based on qualifications, performance, and the requirements of the company.