Customer Support Specialist

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About the company

Our client is a fast-growing boutique fitness studio group based in Berlin, Germany. They run high-volume, coach-led group strength training classes across multiple central locations, with a warm, down-to-earth brand that feels close to its members rather than corporate.

As they open new locations this year, they're building a small, dedicated remote support team to take care of members and on-site staff outside regular hours.

What you'll do

• Be the friendly, reliable point of contact for members reaching out with questions or issues — bookings, account questions, refunds, and similar requests

• Support on-site trainers with occasional urgent requests

• Communicate exclusively in writing (chat/WhatsApp/email — no phone calls required)

• Represent the brand's tone in every interaction: warm, down-to-earth, and genuinely helpful

What we're looking for

• Excellent written English

• Genuine empathy and strong people instincts — you read tone well and respond with warmth, even to a frustrated message

• Good judgment and comfort making sensible decisions independently

• Reliability and a sense of ownership — this is a small, remote-first team

• Comfortable working early mornings, evenings, and/or weekends

• German is a plus, but not required

No specific software experience is required — full training is provided.

What we're not looking for

• A traditional call-center agent who relies on scripts and fixed responses

• Someone who needs to check in before every small decision — we want people comfortable using their own judgment

• Someone who prefers highly technical, complex problem-solving — the challenge here is tone and consistency, not troubleshooting difficulty

• A strictly "by the book" approach when warmth and flexibility are what the moment calls for

What's on offer

• Fully remote, flexible within the coverage windows below

• A growing role with more responsibility over time as the company scales

• A supportive, founder-led team

Schedule

Coverage is mainly needed during early mornings, evenings on weekdays, and weekends. Exact shifts will be discussed during the process based on your availability.

At The Global Talent Co., our mission is to bridge the gap between leading global brands and amazing global talent. We believe everyone deserves equal access to opportunities, regardless of the country they are born in.