Customer Support Employee (m/f/d)

You will help our customers, in writing and by phone

Every day, website operators, online shops, and agencies contact eRecht24: with questions about their access, invoices, plans, and our tools. They need someone who understands their concern, responds clearly, and takes care of the resolution.

We are looking for a person to strengthen our customer support in full-time employment who enjoys direct customer contact. Currently, you will primarily handle written inquiries. Telephone consultations already take place on a small scale and are being expanded step by step, both inbound and outbound.

Who we are and where we stand

eRecht24 supports companies in legally securing their websites and online shops. This includes the Imprint Generator, the Privacy Policy Generator, the Website Scanner, and many other tools, available for free in the freemium area and with additional features in eRecht24 PREMIUM.

Our company has grown significantly in recent years. We are now professionalizing our processes and further building our support team. A modern ticketing system and a telephone system are available. Together with the team lead and your colleagues, you will ensure that customers receive reliable support.

Your tasks

Handle customer inquiries and find solutions

• You will answer written inquiries regarding customer accounts, invoices, plans, and the use of our platform.

• You will resolve concerns independently, document the processing status comprehensibly, and follow up on open questions until resolution.

• For technical or legally relevant questions, you will involve the responsible specialists. We use regular consultations with IT and our partner law firm for this.

Advise by phone and support customers

• You will handle telephone inquiries and help customers use our products and select suitable plans.

• With the expansion of our telephone support, outbound calls will be added, for example, to clarify open issues, for customer retention, and for win-back campaigns.

• You will recognize when a different plan better suits the customer's needs and clearly explain the options.

Document knowledge and collaborate in a team

• You will document recurring questions and confirmed solutions and keep response templates and the knowledge base up to date.

• You will provide feedback if instructions are missing, processes are stalled, or the same problems occur repeatedly.

• You will coordinate with your team lead and colleagues and ensure understandable handovers.

Your first months

At the beginning: You will get to know our products, plans, and typical customer inquiries. You will familiarize yourself with our systems and gradually take on your own inquiries.

After onboarding: You will handle the usual inquiries independently, take on telephone contacts, and clarify more complex cases with the responsible specialists.

With further expansion: Telephone consultations, customer retention, and outbound calls will become a larger part of your work.

What you should bring

• Experience in customer support, customer service, or customer consulting, ideally with a digital product or subscription provider.

• You formulate clear, friendly answers and can explain even more complex processes understandably.

• You enjoy talking on the phone, listen attentively, and remain calm and professional even with dissatisfied customers.

• You work in a structured manner, set priorities, and keep track of open issues.

• You are comfortable navigating digital applications and quickly learn new systems and products.

• German at C2 level, written and spoken. You will advise our customers on the phone in German.

• Willingness to work regular Saturdays according to an agreed schedule.

Experience with ticketing systems, inbound and outbound telephony, customer retention, or plan consulting is a plus. Knowledge of websites, online shops, and data protection will also help you get started.

A specific degree is not necessary. What matters is your experience in customer contact, your reliability, and your willingness to familiarize yourself with our products.

Why the role is worthwhile

• Professional Support: For technical and legally relevant questions, IT and our partner law firm are at your side.

• A team in development: You are joining an area whose processes and collaboration we are currently further developing. Your experience in customer contact will be incorporated.

• More than written support: With the expansion of telephony, your skills in consulting and customer retention will come into play.

• Direct exchange: You will work closely with the support team lead and your colleagues and pass customer feedback on to the responsible teams.

Framework conditions

• Full-time.

• Work location Berlin with the possibility of working from home on non-telephone days.

• Involvement within our service coverage from Monday to Saturday.

• Saturday shifts will be coordinated with the support team lead.

• Telephone services take place on-site.

Sounds like you?

Then let's talk: a brief get-to-know-you, a technical discussion, and then an insight into the team with a practical task from our daily support routine.

We don't need a cover letter. Instead, please answer three questions briefly in your application:

1. What customer inquiries are you currently handling or have you handled most recently, both in writing and by phone?

2. Describe a difficult customer concern: How did you proceed and how did you resolve it?

3. What experience do you have with telephone consulting or outbound customer calls?

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