Customer Service & Community Manager (m/f/d) - Part-time, Working Student, or Mini-job · Start: immediately · Office or Hybrid, Remote possible

Snacking sounds like guilt for many. Not with us. NaschNatur makes chocolate, bars, and spreads that are sweetened exclusively with dates instead of industrial sugar or other sweeteners – organic, vegan, without additives, with ingredients you can pronounce.

Whether that works is best said by our customers than any advertisement: 4.94 out of 5 stars with over 3,500 reviews. And strikingly often, these reviews are not about the product at all, but about the service. On top of that, there are the messages — pages long, with questions about switching, with success stories, sometimes with anger about a package that arrived too late.

This role starts exactly there. Each of these messages is a moment in which we can inspire someone for healthy enjoyment — even those that start with anger. We want every conversation to end with a resolved issue and a person who will gladly return — not a polite answer without a solution. That's why we're looking for you.

Tasks

Your Mission

You are the voice of NaschNatur towards our customers and our community. You answer inquiries by email, phone, and social media, manage our brand channels, and ensure that every concern is resolved — for the benefit of the customer, not just answered. Your north star metrics: resolution time and customer satisfaction.

Starting Situation

There is no customer service team at NaschNatur yet. The service is currently handled by one person who does it alongside order processing and administration.

This means for you: You will be trained, but after a few weeks, you will be the person responsible for the inbox. And you are responsible for more than just answering — you will further develop our customer service: processes, response standards, our internal wiki, and the help center. Anyone who answers a question for the fifth time without asking why is in the wrong role.

Tasks

• You answer customer inquiries by email, phone, and social media in our ticketing system — with clear priority: delivery-critical issues first, always, especially Monday morning.
• You decide on goodwill yourself up to a certain amount. We are looking for the best solution for the customer, not the cheapest for us — and you implement that without asking for every refund.
• You manage our community on our brand channels (Instagram, TikTok, Pinterest): comments and messages, according to our tone-of-voice guidelines. You forward sensitive or brand-critical topics to the brand team — you don't have to decide everything yourself.
• You systematically collect customer reviews, maintain them, and forward the strongest customer voices to the team — our social proof is our most important selling point.
• You further develop our customer service instead of just operating it: You document processes, response standards, and special cases in our internal wiki, keep it up to date, and improve processes where they are bottlenecked. What is only in your head today will be in the wiki tomorrow so that a substitute can work with it.
• You expand our help center: Every question that comes up more than five times a week gets an article — written by you, because you answer it yourself.
• You train our AI response suggestions in the ticketing system and thus drive how many inquiries are resolved without us.
• You report causes, not just symptoms: If a question keeps coming up, it's often due to the shop, an email, or a process — and these hints go directly to the people who can change them.

Qualifications

What you bring

• Very good German in written and spoken form — you write friendly, clear, and without clichés.
• Genuine friendliness, even with the fifth inquiry about the same shipment. You can empathize with others and treat every request as you would like to be treated yourself.
• Reliability: If you promise an answer, it will come. No case remains unaddressed at the end of your workday.
• Openness to AI tools — we work intensively with them, and you will train our response AI.
• For training, you will work in our office in Regensburg for the first two weeks. After that, you decide whether you work in the office, hybrid, or remote — we will set fixed times per week together, Monday morning is included.

Extra Points

• Experience in customer service, retail, or gastronomy — anywhere where you dealt with people daily.
• Experience with a ticketing system or with a company's social media channels.
• You enjoy writing and documenting cleanly: Whoever can formulate an answer so that it can later serve as a wiki or help center article saves us the same answer a hundred times.
• Interest in nutrition, healthy enjoyment, or e-commerce — or simply a desire to get to know our products.

Benefits

What we offer

• The employment model depends on you: Part-time, working student position, or mini-job. We will discuss which of these suits you and how many hours it will be in the first conversation.
• Real scope for action instead of scripts: You decide on goodwill yourself and implement our money-back guarantee.
• Clear goals instead of micromanagement: two key figures, weekly rhythm, a lot of creative freedom. We will calibrate the target values together in your first weeks based on real data.
• A role that is more than just processing: You see the patterns behind the inquiries — and you are allowed to ensure that they disappear.
• A brand with a voice that already exists: You don't have to invent a tone-of-voice, there are guidelines you can orient yourself by.
• Fixed working hours that fit your daily routine. If you are studying, we will plan around exam periods.
• Short distances and quick decisions.
• Products we truly stand behind — and that you can eat as much of as you like.