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.
