Customer Support Agent (All Genders)

At ahead, we are on a mission to clean up the world's candy drawers – low-sugar snacks everyone actually craves, and zero compromise on taste. We are a 120-person team based in Hamburg with aggressive growth plans across DACH and into new European markets.

Our customers are at the heart of everything we do – and as we scale, so does the bar for our CX team.

Are you a customer support professional with real e-commerce experience, genuine ownership over processes and KPIs, and a sharp eye for automation opportunities? Someone who sees a spike in ticket volume not as noise, but as a signal worth fixing? If so, we would love to get to know you!

• Customer Inquiry Handling: You are the first and best point of contact for our customers across DE, NL, and FR – via email, contact form, and (soon) WhatsApp. You handle every inquiry empathetically, efficiently, and with a solution in mind-whether it's a shipping status, a product question, a discount code issue, or general customer feedback. Your personal CSAT target is \geq 4.6/5, and you hold yourself to it.

• Process Ownership & Optimisation: You own the workflows that matter most – returns, product quality cases, inbox management – and you make them better. You spot inefficiencies, document fixes, and implement them without waiting for permission. Fewer manual steps, faster resolutions, happier customers.

• Automation & AI Implementation: You actively look for what can be automated. You are fluent in AI tools, comfortable building workflow improvements, and pragmatic about where technology helps versus where human judgment wins. You make the support operation smarter over time – not just faster.

• Cross-functional Collaboration: You work closely with product, social media, operations, supply chain, and marketing teams to resolve customer issues and turn customer signals into actionable input for the teams around you.

• KPI Tracking & Reporting: You don't just hit your KPIs – you understand them. FRT, resolution time, CSAT – you track, flag, and report in a way that helps the whole team improve.

• Tool & Workflow Management: You keep our tooling sharp – Gorgias, Shopify, Asana – document what works, onboard new workflows, and help the operation scale without losing quality.

• You bring at least 2 years of experience in B2C customer support – ideally in a D2C e-commerce environment. You know what good looks like, and you have the CSAT scores to show for it. E-commerce or D2C background is mandatory. B2B-only backgrounds are not a fit for this role.

• You are fluent in German and English. Dutch or French is a strong advantage – we are growing in NL and FR, and cross-market support quality matters.

• You are tool-proficient and genuinely tech-savvy. Gorgias or Zendesk experience is a must. Shopify is non-negotiable. You are comfortable with AI tools (ChatGPT, Claude), basic automation platforms, Google Sheets, and Asana – and you actively use them to work smarter.

• You have an ownership mindset and do not wait to be told what to do. You identify the problem, build the fix, and follow through. You are empathetic with customers and a team player who communicates openly and directly. You thrive in a fully remote setup – self-motivated, proactive, and genuinely invested in staying connected with the team.

• Experience in FMCG, food & beverage, or startup / scale-up environments.

• Hands-on experience with NL or FR customer markets.

• Project management experience – able to own process optimisation initiatives alongside day-to-day ticket handling.

• Demonstrated track record of identifying and implementing process or automation improvements.

• Comfort with Notion and Asana as part of a broader ops stack.

• Hypergrowth Environment: If you're looking for greenfield, creative freedom, and real impact, you're in the right place. We're a team that is scaling fast - with purpose
• Great Workspace: A central office in the heart of Hamburg near the Alster, top equipment (MacBook), snacks, drinks, plenty of ahead products - and yes, a ping-pong table. We’re also pet-friendly, so you can always bring your furry friend along
• Amazing Team: Young, international, ambitious - inspiring colleagues who collaborate, support each other, and genuinely enjoy working together
• Career Growth: Develop through cross-functional projects, structured feedback cycles, and a steep learning curve in a dynamic, high growth environment. We offer a fair, attractive salary with role-dependent bonus opportunities
• Great Benefits: Fuel yourself with ahead snacks, drinks, and merch - we’ve got you covered. On top: a €50 monthly allowance to spend as you like - Urban Sports Club, mobility options, or vouchers from your favorite brands (IKEA, Rewe, Rossmann and more)
• Vacation Days: Enjoy 28 vacation days plus two extra days off on December 24 (Christmas Eve) and December 31 (New Year’s Eve)
• Events & Offsites: Regular after-work hangouts and legendary annual team offsites you won’t forget

This is a remote role, with the option to work from our Hamburg or Berlin office and the flexibility to work from abroad. If this resonates with you, we would love to hear from you!