Customer Support (Part-time & Remote)

The role

As Customer Support you help customers quickly and reliably and you make sure every reply is clear and actually solves the problem.

Youll 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 youll 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 were 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 dont 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 youll get

• Flexible working hours (especially suitable if youre 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 youve 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.