Customer Support (Customer Happiness) - (Part-time/Flexible/Full-time)

NaschNatur stands for enjoyment without sugar compulsion – for products with responsibility and clarity.
Our motto also applies to customer service: „Inspirieren statt überzeugen.“

Every inquiry is more than just a ticket. It's an opportunity to build trust, leave positive feelings, and accompany people on their way to a healthier, sugar-free diet.

Your Mission

You are the first point of contact for our customers and ensure that they feel valued, understood, and well taken care of at NaschNatur.

You help create good experiences from questions and make problems into genuine enthusiasm – with empathy, clarity, and solution-oriented thinking. You work closely with the founders and represent our brand in direct contact with our customers.

Tasks

• Customer Contact (Email & possibly Chat):
  Friendly, clear, and reliable answers to inquiries about orders, shipping, invoices, products, and general matters.
• Solution-Oriented Case Resolution:
  Practical and calm solutions for delivery problems, damaged packages, complaints, or refunds – always with the goal of exceeding expectations.
• Satisfaction & Trust:
  Active living of our 100%-satisfaction-guarantee and long-term thinking: Rather a generous solution than a customer who leaves with negative feelings.
• Proactive Customer Contact & Feedback Conversations:
  Proactive approach to selected customers (e.g., by phone), to genuinely gather feedback about their experiences with NaschNatur – without sales pressure, respectful, and on an equal level.
• Feedback & Continuous Improvement:
  Collecting, structuring, and passing on customer feedback to continuously improve products, communication, and processes.
• Structure & Quality in Customer Service:
  Clean documentation in our tools, maintenance of templates and FAQs, and co-creation of clear service standards.
• Administrative Support:
  Support with smaller organizational tasks around customer service.

Qualification

• Very good German language skills in writing and speaking, good English language skills are a plus
• Friendly, empathetic, and respectful communication – even with complaints
• Calm, solution-oriented work style, even in stressful situations
• Reliability, structure, and meticulous documentation
• Pleasure in direct exchange with people and listening
• First experience with digital tools (e.g., Shopify, Helpdesk/CRM systems, Notion, Google Workspace) is an advantage, but not a must
• Enthusiasm to actively shape our customer service and make it better

Our Claim in Customer Service

At NaschNatur, every interaction should leave positive feelings. We inspire instead of convincing, act solution-oriented, and think long-term – for trust and enthusiasm over many years.

Benefits

This is what we offer you

• Direct Line: Close collaboration with the founders and a genuine startup atmosphere
• Flexibility: Working hours that fit well with studies or daily life
• Work Environment: Small team, short distances, and personal office in Regensburg
• Learning Curve: In-depth insights into customer support, communication, tools & processes
• Sense & Impact: Your work makes customers noticeably more satisfied and improves our workflows