Customer Support Specialist consultant – E-commerce Marketplaces (German Market)

Job Title : Customer Support Specialist – E-commerce Marketplaces (German Market)

Location : Remote

Engagement : Consultant Contractual

Company : House of Luma

Budget : ₹30,000 / month (non-negotiable)

We are seeking a  Customer Support Specialist  to develop and manage the customer support experience for our German-speaking marketplaces. This role will be responsible for setting up and running our support workflow from the ground up — including Freshdesk configuration, automation setup, templates, and structured response processes.

The support work will be primarily in German , supported by AI translation tools when needed (DeepL, Google Translate, ChatGPT, etc.). This role requires accuracy, accountability, and strong written communication skills.

Key Responsibilities

🔹 German-Language Customer Communication

Respond to customer messages in German (using AI-assisted tools where needed) while ensuring tone, clarity, and professionalism.

🔹 Build Support System from Scratch

Help configure Freshdesk (or a similar platform), including automation rules, tags, canned responses, queues, views, and reporting.

🔹 Timely and Structured Ticket Handling

Meet marketplace SLAs and ensure messages are logged, managed, and resolved properly within assigned timelines.

🔹 Attention to Detail

Provide accurate responses related to orders, refunds, returns, replacements, and product queries — with zero ambiguity or miscommunication.

🔹 Process Ownership & Accountability

Work independently during assigned hours, manage ticket volumes, escalate when needed, and ensure end-to-end resolution.

🔹 Continuous Improvement

Suggest improvements to workflows, customer messaging tone, automation setup, and reporting structure as the operation grows.

🔹 Collaboration & Transparency

Share status updates, flag recurring cases, and coordinate with other teams when needed (logistics, marketplace ops, product).

Requirements

• Experience in customer support — preferably marketplace support (Amazon / Otto / Kaufland)
• Strong written communication in German (with or without native fluency; AI tools allowed)
• Experience using Freshdesk or similar platforms
• Ability to work independently in a remote environment
• Detail-oriented, consistent, and process-driven
• Comfortable building structure where none exists yet

Bonus Skills

⭐ Experience with automation rules and workflow setup in Freshdesk

⭐ Experience in cross-border e-commerce support

⭐ Understanding marketplace SLAs and compliance risks

What We Offer