Customer Support Agent (All Genders)

About Ahead

Ahead is a forward-thinking snack brand dedicated to revolutionizing low-sugar treats without sacrificing flavor. As a rapidly expanding company based in Hamburg, with ambitions to grow across German-speaking countries and wider Europe, they prioritize exceptional customer experience as a core value.

Key Responsibilities

• Serve as the primary point of contact for customers in Germany, Netherlands, and France through various communication channels including email, contact forms, and upcoming WhatsApp integration, addressing inquiries with empathy and efficiency while targeting a customer satisfaction score of at least 4.6 out of 5.
• Oversee and enhance critical operational workflows such as returns, product quality concerns, and inbox management by identifying and implementing improvements independently to streamline processes and elevate customer satisfaction.
• Drive automation efforts by leveraging AI tools and workflow enhancements to make support operations smarter and faster without compromising the human touch where necessary.
• Collaborate closely with cross-functional teams including product development, social media, operations, supply chain, and marketing to resolve customer issues and transform feedback into actionable insights.
• Monitor and analyze key performance indicators such as first response time, resolution time, and customer satisfaction, providing clear reporting to support continuous team improvement.
• Maintain and improve customer support tools such as Gorgias, Shopify, and Asana, documenting effective practices and facilitating onboarding for new workflows.

Candidate Profile

• Minimum two years of experience in B2C customer support, specifically within direct-to-consumer e-commerce; B2B-only backgrounds are not suitable.
• Fluency in German and English is mandatory; proficiency in Dutch or French is highly beneficial to support growing markets.
• High proficiency with customer support platforms such as Gorgias or Zendesk and Shopify, along with comfort using AI technologies like ChatGPT and Claude, basic automation tools, Google Sheets, and Asana to optimize work efficiency.
• A proactive ownership mentality, demonstrating initiative in problem-solving and solution implementation, complemented by empathetic communication and the ability to thrive in a fully remote environment.
• Experience in fast-paced sectors like FMCG, food and beverage, or startups is advantageous.
• Demonstrated success in managing process optimization projects alongside routine customer service tasks.
• Familiarity with operational tools like Notion and additional collaboration platforms is preferred.

Working at Ahead

• Operate within a fast-growing company culture that encourages creativity, autonomy, and meaningful impact.
• Opportunity to work remotely or at offices in Hamburg or Berlin, with flexibility to work abroad.
• Enjoy a supportive and international team atmosphere with access to quality equipment, office perks such as snacks, drinks, and social activities including team events and offsites.
• Competitive compensation package including role-dependent bonuses and a monthly allowance for personal wellbeing or mobility.
• Generous vacation policy with 28 days off plus additional holidays on Christmas Eve and New Year's Eve.

Equal Opportunity Commitment

Ahead GmbH values diversity and inclusion and offers equal employment opportunities regardless of race, religion, gender identity, age, and other protected characteristics.