Customer Support Specialist

About:
About Chrono24

Chrono24 is the world’s leading online marketplace for luxury watches, connecting buyers and sellers from over 80 countries. We’re a fast-growing international tech company headquartered in Karlsruhe, Germany, with a passionate team that puts our customers first every single day. Join us and be part of something unique.

About the Role

As a Tier 2 Customer Support Specialist at Chrono24, you’ll be the escalation point for complex customer inquiries that go beyond standard support. You’re a subject matter expert (SME) who digs into the details, partners with cross-functional teams, and drives lasting solutions – all while delivering a best-in-class experience for our buyers and sellers. This role is ideal for someone who thrives on problem-solving, takes ownership, and wants to make a real impact on our support quality and team growth.

What you can expect:
• Serve as the escalation point for complex or unresolved customer cases, providing in-depth investigation and timely resolution beyond the scope of Tier 1 support.
• Analyze recurring patterns and systemic issues in tickets, translating findings into actionable process improvements and workflow optimizations.
• Partner cross-functionally with Product, Engineering, and Compliance teams to investigate root causes and implement sustainable fixes.
• Own individual projects and initiatives aimed at improving the customer experience and support team performance.
• Act as a go-to resource and knowledge expert for Tier 1 colleagues – answering escalation questions, running training sessions, and keeping internal documentation up to date.
• Handle a structured caseload of customer complaints in close collaboration with the Complaint Management team, ensuring quality outcomes and accurate tracking.
• Monitor ticket queues, prioritize cases according to SLA targets, and maintain high CSAT and quality scores.
• Contribute to a culture of continuous improvement by proactively flagging gaps, proposing solutions, and supporting team development.

What sets you apart:
• 2+ years of experience in a customer support role, with at least 1 year handling escalations, complex cases, or Tier 2 / senior-level support.
• Exceptional written and verbal communication skills in English; additional languages are a plus.
• Proven ability to analyze problems, identify patterns, and develop structured solutions – you’re comfortable going beyond the script.
• Experience working with ticketing systems (e.g., Zendesk, OTRS) and maintaining accurate case documentation.
• Collaborative mindset with experience working alongside other teams such as Product Management, Fraud Prevention or Account Management.
• Strong organizational skills and the ability to manage multiple priorities while meeting SLA deadlines.
• Proactive, self-motivated, and comfortable taking ownership of projects with minimal supervision.
• No prior knowledge of luxury watches required – we’ll get you up to speed!

Nice to Have
• Experience in e-commerce, marketplace, or fintech environments.
• Familiarity with payment workflows, buyer/seller dispute resolution, or fraud prevention processes.
• Background in quality assurance, process documentation, or knowledge base

What we offer:
• Competitive salary commensurate with experience.
• Comprehensive benefits package including health, dental, and vision insurance.
• Paid Time Off (PTO) plus company holidays.
• 401(k) retirement plan.
• Hybrid work model with a modern office in Miami, FL.
• Real career growth opportunities within an international company – we promote from within.
• A diverse, inclusive team of colleagues from over 10 countries – your perspective matters here.

Diversity@Chrono24: We believe in the power of diversity.:
Chrono24 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.