Note: The job is a remote job and is open to candidates in USA. Crescendo is a company that represents peak CX performance in the AI era, combining outsourcing expertise with innovative technology. They are seeking a German–English Bilingual Customer Support Specialist to deliver high-quality customer support for a global children's entertainment company, assisting families with product usage and inquiries.
Responsibilities
- Provide outstanding customer experience across email and live chat in both English and German
- Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting
- Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.)
- Consistently achieve individual and team performance goals
- Demonstrate strong understanding of policies, processes, and product guidelines
- Work cross-functionally to resolve complex customer issues efficiently
- Collect and share customer insights to improve product experience and service quality
- Identify recurring issues and escalate trends for timely resolution
- Proactively collaborate with internal teams to improve workflows and customer experience
- Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases)
- Support additional tasks as assigned by the Customer Happiness Manager
Skills
- 1+ years of experience in a customer service or support role
- Fluent German and English communication skills (written and verbal)
- Strong organizational skills and ability to work across global/time-zone distributed teams
- Friendly, calm, and customer-focused personality
- Strong problem-solving and critical thinking abilities
- Proactive, collaborative, and solution-oriented mindset
- Active listener with strong attention to detail
- Quick learner with the ability to adapt to new systems and processes
- Experience in consumer goods, toys, electronics, or subscription-based products is a plus
- Experience with Zendesk or similar customer support tools is an advantage
Benefits
- Hybrid working arrangements
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options
- Access to free posture-based fitness workouts from home
- Training and professional development opportunities
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
Company Overview
Crescendo offers a full-stack customer service platform combining the most advanced AI with a global service team. It was founded in 2024, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.crescendo.ai.