Customer Service Representative

Summary

Join Paired's team as a remote, freelance Customer Support representative! Working 10-15 hours per week, primarily evenings and weekends, you'll provide empathetic and efficient support to English-speaking users via email and app store reviews. You'll troubleshoot issues, escalate complex problems to the tech team, and champion user feedback. This role requires fluency in German and English, excellent written communication skills, tech-savviness, and previous customer support experience. Compensation is £14-16 per hour. Based in the UK, Spain, or Germany, you'll be a key part of a supportive team dedicated to helping couples.

Requirements

• Previous experience in a customer support or tech startup role is required
• Fluency in German and English
• Friendly and excellent written skills, including impeccable spelling and grammar on native level
• Comfortable with technology, at ease with iOS/Android and mobile apps in general
• Ability to read between the lines of customer communication and finding appropriate solutions
• Passionate about our mission to expand the reach of relationship care to more people
• You are a resident of the UK, Spain or Germany, legally entitled to work as a freelancer, and comfortable with remote work

Responsibilities

• Provide friendly, empathetic and efficient customer support via email and review sites (Apple App Store, Google Play Store)
• Report any concerns or patterns noticed while handling customer queries
• Help resolve the most complex of customer problems by troubleshooting, investigating and escalating issues to the Tech team
• Ensure our users feel heard and cared for

Preferred Qualifications

Experience with tools like Intercom or Zendesk is a plus

Benefits

• You'll work approximately 10-15 hours per week
• After a training phase with our team, your working hours will mostly be in the evenings and during weekends
• You'll be paid £14-16 per hour
• As a freelancer, you’ll work entirely remotely and report to our Customer Service Lead