As a CX Specialist, you will play a key role in delivering exceptional customer experiences to both individual users and business partners across German and English-speaking markets. You will act as the frontline representative of the company, ensuring timely, empathetic, and effective resolution of inquiries through email, chat, phone, and social platforms. In addition to handling support cases, you will proactively identify trends, advocate for customer needs internally, and contribute to initiatives that drive engagement and sustainability. Your work will directly support the company’s mission to reduce food waste by fostering trust, loyalty, and long-term behavioral change among users and partners.
Responsibilities
- Serve as the primary contact for users and business partners, delivering high-quality support via email, chat, and phone.
- Respond to customer inquiries and feedback across social media platforms, including Facebook, App Store, Play Store, and Google Reviews.
- Manage urgent cases with attention and proactively reach out to users and stores when needed.
- Support the development and rollout of initiatives that motivate customers and partners to embrace more sustainable choices.
- Act as a brand representative in every interaction, promoting awareness and positive change around food waste.
- Gather and share customer insights with internal teams, both locally and globally, to inform improvements.
- Communicate primarily in German or English, using translation tools when engaging in other languages.
Requirements
- Prior experience in customer service or account management roles.
- Fluent written and spoken German and English for clear communication with users and partners.
- Strong communication skills with the ability to engage and inspire others.
- Experience using CRM systems such as Zendesk, Salesforce, Hubspot, or SAP.
- A collaborative mindset with a focus on building relationships and resolving conflicts positively.
- Ability to maintain accuracy and focus while handling repetitive tasks.
Nice to Have
- Background working in a digital marketplace, large-scale platform, or within the food industry.
Tech Stack
Zendesk, Salesforce, Hubspot, SAP
Benefits
- Enhanced parental leave and additional time off beyond local requirements, with the option for an extra unpaid week.
- Access to health insurance and pension plans, depending on the country of employment.
- Extra days off to mark important personal life events.
- Opportunities to connect through regular team events like seasonal celebrations.
- Monthly free Surprise Bag to engage with the product and community.
- Paid time off to participate in volunteer activities through the Shareback programme.
- Support networks including Employee Resource Groups for Women, P.R.I.D.E., People of Colour, and Functionally Diverse colleagues.
Work Arrangement
Fully remote within Italy
Team
Global team of over 1,350 colleagues across 21 countries reporting to the Customer Experience Team Lead
- We win together: We operate as one team to tackle food waste globally.
- We raise the bar: We strive for excellence, innovate smartly, and support each other to grow.
- We keep it simple: We pursue bold goals with straightforward solutions.
- We build a legacy: We take pride in driving meaningful, lasting change.
- We care: We look out for one another and act with integrity in all we do.
Additional Information
- Full proficiency in both written and spoken German and English is required.
- This position is fully remote and based in Italy.
- Applications must be submitted through the official company platform; CVs or cover letters sent via email or LinkedIn are not accepted.
- All application documents, including CV and cover letter, must be in English.
- This is a full-time role, as indicated by the benefits and organizational structure.
- The company is a Certified B Corporation, meeting high standards of social and environmental performance.
- The role is mission-focused, centered on reducing food waste and encouraging sustainable consumer behavior.
