Customer Support (Part-time & Remote)

The role

In this position, you’ll be the first point of contact for customers, making sure their questions are answered quickly, accurately, and in a way that genuinely resolves the issue. You’ll mainly work inside the helpdesk and Help Center system, which is currently Zendesk and is expected to move to another platform later. A big part of the job is working closely with Operations as well as Product and Engineering, while also improving internal processes by recognizing repeated patterns and turning them into more efficient workflows.

What you’ll do

• Handle day-to-day customer communication through email, and through additional channels as they are introduced.
• Take ownership of redemptions as a central responsibility, supporting the full process together with the AI Assistant so the customer receives the correct resolution.
• Look into and solve issues across internal systems, including backoffice tools, shop and order handling, tracking and delivery, and refunds.
• Work with external partners such as shops, carriers, and vendors when special cases require coordination.
• Maintain high-quality ticket hygiene by applying the right categories and tags, and leaving internal notes that allow the next person to continue without friction.
• Raise technical issues or high-risk cases early, clearly, and responsibly, while also helping define what qualifies as high risk.
• Spot recurring problems, recommend process improvements, and contribute to better workflows, macros, and Help Center content.

What we’re looking for

We’re seeking someone with strong written English, a genuine service mindset, and the ability to stay organized when situations are unclear or fast-moving. You should be comfortable taking ownership from first contact through to resolution, and you should enjoy working with tools and processes that make support more effective and easier to follow.

Must-haves

• Excellent written English communication; German is helpful but not required.
• A strong inclination toward customer care and helping people well.
• Clear, structured thinking with the ability to manage ambiguity, prioritize effectively, and remain composed under pressure.
• A strong sense of ownership, meaning you follow issues through until they are fully resolved.
• Comfort using tools and refining processes rather than adding unnecessary complexity.

Nice-to-haves

• Previous experience in customer support or customer service, especially in a fast-moving environment.
• Hands-on experience with Zendesk or a similar helpdesk platform.
• Exposure to e-commerce operations such as orders, shipping, tracking, refunds, and returns.
• Experience working asynchronously in a distributed team.

How we work

• Standard response-time target is within 24 hours, with faster replies whenever possible.
• Reliability matters: make only the commitments you can keep, and then follow through consistently.

Benefits

• Flexible working hours, which can be especially convenient for students.
• A remote-first work setup.
• Weekend availability is valued when scheduling and support coverage require it.
• A collaborative team with short communication lines.
• Opportunity to influence processes and tools.
• Exposure to how a modern operations, product, and automation stack is run.

Growth opportunities

Depending on business needs, there may be a future opportunity to transition into the Engineering team. Strong product knowledge is considered an advantage. The Engineering team works fully remotely, just like the rest of the company.

How to apply

Applicants should submit a short note explaining why they want to join Joy_, their CV, and, if available, 2–3 samples of customer messages they have written; these examples may be anonymized.

Equal opportunity

Joy_ states that it is an equal opportunity employer and values a workplace shaped by diverse backgrounds, talents, and perspectives. Hiring decisions are made only on the basis of qualifications, performance, and business needs.

Additional information

Only applications submitted through this job posting will be considered.