Customer Support Agent (All Genders)

About the role

At ahead, we are on a mission to clean up the world's candy drawers – low-sugar snacks everyone actually craves, with zero compromise on taste. We are a 120-person team based in Hamburg with aggressive growth plans across DACH and into new European markets. This is a remote role, with the option to work from our Hamburg or Berlin office and the flexibility to work from abroad.

Responsibilities

• Customer Inquiry Handling: Serve as the first point of contact for customers across DE, NL, and FR via email, contact form, and WhatsApp. Address inquiries empathetically and efficiently, including shipping status, product questions, discount code issues, or general feedback. Maintain a personal CSAT target of ≥4.6/5.
• Process Ownership & Optimisation: Own and improve key workflows such as returns, product quality cases, and inbox management. Identify inefficiencies, document fixes, and implement improvements without waiting for permission.
• Automation & AI Implementation: Proactively identify automation opportunities. Use AI tools and workflow improvements to make the support operation smarter over time, balancing technology with human judgment.
• Cross-functional Collaboration: Work closely with product, social media, operations, supply chain, and marketing teams to resolve customer issues and turn customer signals into actionable insights.
• KPI Tracking & Reporting: Track, flag, and report on key metrics like First Response Time (FRT), resolution time, and CSAT to help the team improve.
• Tool & Workflow Management: Maintain and optimize tooling (Gorgias, Shopify, Asana), document best practices, onboard new workflows, and ensure the operation scales without losing quality.

Requirements

• At least 2 years of experience in B2C customer support, ideally in a D2C e-commerce environment. E-commerce or D2C background is mandatory; B2B-only experience is not a fit.
• Fluency in German and English. Dutch or French is a strong advantage.
• Proficiency with tools: Gorgias or Zendesk (required), Shopify (non-negotiable), AI tools (e.g., ChatGPT, Claude), Google Sheets, and Asana.
• Ownership mindset: Identify problems, build solutions, and follow through without waiting to be told.
• Empathetic, team-oriented, and thrives in a fully remote setup. Self-motivated, proactive, and invested in team connectivity.

Preferred Qualifications

• Experience in FMCG, food & beverage, or startup/scale-up environments.
• Hands-on experience with NL or FR customer markets.
• Project management experience, including owning process optimisation initiatives alongside day-to-day tasks.
• Demonstrated track record of identifying and implementing process or automation improvements.
• Comfort with Notion and Asana as part of a broader operations stack.

Benefits

• Hypergrowth environment with creative freedom and real impact.
• Central office in Hamburg near the Alster, top equipment (MacBook), snacks, drinks, and ahead products. Pet-friendly workspace with a ping-pong table.
• Young, international, and ambitious team that collaborates and supports each other.
• Career growth through cross-functional projects, structured feedback cycles, and a steep learning curve in a dynamic environment. Fair, attractive salary with role-dependent bonus opportunities.
• €50 monthly allowance for Urban Sports Club, mobility options, or vouchers (e.g., IKEA, Rewe, Rossmann).
• 28 vacation days plus two extra days off on December 24 (Christmas Eve) and December 31 (New Year’s Eve).
• Regular after-work hangouts and legendary annual team offsites.