[Remote] German Bilingual Customer Support Specialist - Project Based (ZA)

Note: The job is a remote job and is open to candidates in USA. Crescendo is a company that represents peak CX performance in the AI era, combining outsourcing expertise with innovative technology. They are seeking a German–English Bilingual Customer Support Specialist to deliver high-quality customer support for a global children's entertainment company, assisting families with product usage and inquiries.ResponsibilitiesProvide outstanding customer experience across email and live chat in both English and GermanHandle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshootingMeet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.)Consistently achieve individual and team performance goalsDemonstrate strong understanding of policies, processes, and product guidelinesWork cross-functionally to resolve complex customer issues efficientlyCollect and share customer insights to improve product experience and service qualityIdentify recurring issues and escalate trends for timely resolutionProactively collaborate with internal teams to improve workflows and customer experienceConfidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases)Support additional tasks as assigned by the Customer Happiness ManagerSkills1+ years of experience in a customer service or support roleFluent German and English communication skills (written and verbal)Strong organizational skills and ability to work across global/time-zone distributed teamsFriendly, calm, and customer-focused personalityStrong problem-solving and critical thinking abilitiesProactive, collaborative, and solution-oriented mindsetActive listener with strong attention to detailQuick learner with the ability to adapt to new systems and processesExperience in consumer goods, toys, electronics, or subscription-based products is a plusExperience with Zendesk or similar customer support tools is an advantageBenefitsHybrid working arrangementsCompetitive base salaryGenerous paid time offComprehensive benefits package including medical, dental, and vision optionsAccess to free posture-based fitness workouts from homeTraining and professional development opportunitiesBe part of a people-first, values-driven organizationWork with innovative global partners and diverse teamsCompany OverviewCrescendo offers a full-stack customer service platform combining the most advanced AI with a global service team. It was founded in 2024, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.crescendo.ai.