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