Customer Support (Part-time & Remote)
The role
As Customer Support, you help customers quickly and reliably, and you make sure every reply is clear and actually solves the problem.
You’ll work primarily in our helpdesk / Help Center platform (currently Zendesk, with a planned migration), collaborate closely with Operations and Product/Engineering, and improve our processes by spotting patterns and turning them into better workflows.
Tasks
What you’ll do
Own day-to-day customer communication via email (and other channels as we add them)
Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome
Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds)
Coordinate special cases with external partners (shops, carriers, vendors) when needed
Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly
Escalate technical or high-risk cases early and clearly (and help define what “high risk” means)
Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles
Requirements
What we’re looking for
Must-haves
Excellent written communication in English (German is a plus, but not mandatory)
Strong customer mindset: you genuinely enjoy helping people
Structured thinking: you can handle ambiguity, prioritize well, and stay calm under pressure
Ownership: you don’t just answer questions, you see them through to a real outcome
Comfort with tools and processes (you like making things clearer, not messier)
Nice-to-haves
Experience in Customer Support / Customer Service (fast-paced environment is a plus)
Experience with Zendesk (or similar helpdesk tools)
Familiarity with e-commerce operations: orders, shipping, tracking, refunds, returns
Comfort collaborating async in a distributed team
How we work (standards)
Response time goal: within 24 hours (faster when possible)
Reliability: only promise what you can deliver, and follow through
Benefits
What you’ll get
Flexible working hours (especially suitable if you’re studying)
Remote-first setup
Weekend availability is a plus (depending on scheduling and support coverage)
A friendly team with short communication paths
Room to shape processes and tools
Insight into how a modern ops + product + automation stack is built
Growth opportunities
Depending on team needs, there may be an opportunity to move into the Engineering team in the future. Deep product knowledge is a strong plus.
Our Engineering team works fully remote, like the rest of the company.
How to apply
Send us:
A short note on why you want to join Joy_
Your CV
If you can: 2-3 examples of customer messages you’ve written (can be anonymized)
Only Applications via this Job Post will be considered.
At Joy_, we place great value on equal opportunities. We believe that an outstanding work environment should reflect a diversity of backgrounds, talents, and thoughts. Every personnel decision is made solely based on qualifications, performance, and the requirements of the company.
As Customer Support, you help customers quickly and reliably, and you make sure every reply is clear and actually solves the problem.
You’ll work primarily in our helpdesk / Help Center platform (currently Zendesk, with a planned migration), collaborate closely with Operations and Product/Engineering, and improve our processes by spotting patterns and turning them into better workflows.
Tasks
What you’ll do
Own day-to-day customer communication via email (and other channels as we add them)
Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome
Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds)
Coordinate special cases with external partners (shops, carriers, vendors) when needed
Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly
Escalate technical or high-risk cases early and clearly (and help define what “high risk” means)
Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles
Requirements
What we’re looking for
Must-haves
Excellent written communication in English (German is a plus, but not mandatory)
Strong customer mindset: you genuinely enjoy helping people
Structured thinking: you can handle ambiguity, prioritize well, and stay calm under pressure
Ownership: you don’t just answer questions, you see them through to a real outcome
Comfort with tools and processes (you like making things clearer, not messier)
Nice-to-haves
Experience in Customer Support / Customer Service (fast-paced environment is a plus)
Experience with Zendesk (or similar helpdesk tools)
Familiarity with e-commerce operations: orders, shipping, tracking, refunds, returns
Comfort collaborating async in a distributed team
How we work (standards)
Response time goal: within 24 hours (faster when possible)
Reliability: only promise what you can deliver, and follow through
Benefits
What you’ll get
Flexible working hours (especially suitable if you’re studying)
Remote-first setup
Weekend availability is a plus (depending on scheduling and support coverage)
A friendly team with short communication paths
Room to shape processes and tools
Insight into how a modern ops + product + automation stack is built
Growth opportunities
Depending on team needs, there may be an opportunity to move into the Engineering team in the future. Deep product knowledge is a strong plus.
Our Engineering team works fully remote, like the rest of the company.
How to apply
Send us:
A short note on why you want to join Joy_
Your CV
If you can: 2-3 examples of customer messages you’ve written (can be anonymized)
Only Applications via this Job Post will be considered.
At Joy_, we place great value on equal opportunities. We believe that an outstanding work environment should reflect a diversity of backgrounds, talents, and thoughts. Every personnel decision is made solely based on qualifications, performance, and the requirements of the company.