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.