Customer Service Agent (German & English Speaking)

At Keen, we don't just deliver services - we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not an agency or legacy BPO. We're a partner in growth — and that's where you come in.

About The Role

We’re hiring a remote multilingual / polyglot Customer Support Agent to support one of our high-growth global clients providing customer support in a fast-growing startup space on email, chat support, and voice/phone support.

Languages: This role requires the ability to speak German B2 (and English C1) at a C1/B2 level on the CEFR scale in both written and spoken language.

In this role, you’ll deliver outstanding service to customers, ensuring seamless experiences and resolving inquiries with precision and care. This is a fast-paced, high-impact position ideal for someone who loves problem-solving, thrives under pressure, and is passionate about delivering exceptional support.

What You'll Do

• Support end-user customers via email, chat, phone, and service management platforms in multiple languages
• Resolve transaction issues, troubleshoot technical problems, and process online/offline refunds
• Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently
• Meet and exceed service level agreements with timely, accurate responses
• Escalate complex issues to management when necessary
• Maintain detailed case records and contribute to improving knowledge base documentation
• Analyze customer issues to identify patterns and recommend solutions
• Develop a deep understanding of products, services, and customer requirements

Requirements:
• 2+ years of customer-facing support experience (customer support, success, help desk, or technical support)
• CEFR Level: C1 or higher in English is required
• Fluent in German (both verbal and written)
• CEFR Level: B2 or higher in German

• Able to communicate clearly, professionally, and empathetically with customers in multiple languages
• Experience with service management tools like Zendesk, Jira Service Management, or ServiceNow
• Familiarity with websites, web applications, and mobile apps; API knowledge is a plus
• Excellent problem-solving, critical thinking, and analytical skills
• Ability to work independently under pressure while maintaining professionalism
• Organized, detail-oriented, and capable of managing multiple priorities
• A home office, stable home internet connection 600mbps+ and a quiet place to work from (proof of internet is required)
• A true team player who collaborates well and contributes proactively

Benefits:
What’s In It for You

• Fully remote work with a home internet stipend
• Real career growth opportunities — this isn’t a repetitive, dead-end support role
• Access to training, mentorship, and professional development
• Competitive compensation
• Medical allowance
• Join a supportive, resourceful, and global team that values action, clarity, and empathy