Customer Support Specialist
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Overview
Bella & Bona is a fast-growing B2B food delivery company providing high-quality fresh meals to companies across Germany. We partner with offices to offer employees convenient healthy and delicious food options delivered directly to the workplace.
As we continue to grow delivering an outstanding customer experience remains at the core of our are looking for a Customer Support Specialist (German Speaker) to join our team and ensure a seamless experience for our B2B clients and their employees.
You will be the first point of contact for our customers and play a key role in maintaining long-term client relationships.
As we continue to grow delivering an outstanding customer experience remains at the core of our are looking for a Customer Support Specialist (German Speaker) to join our team and ensure a seamless experience for our B2B clients and their employees.
You will be the first point of contact for our customers and play a key role in maintaining long-term client relationships.
Your mission
Handle inbound customer inquiries via email phone and chat for German-speaking B2B clients
Ensure adherence to defined Service Level Agreements SLAs including first response time and resolution time
Monitor and manage ticket queues to meet daily and weekly performance targets
Support office managers and corporate clients with order-related questions escalations and special requests
Coordinate internally with Operations Logistics and Tech teams to ensure timely issue resolution
Proactively manage escalations and maintain ownership until full resolution
Identify root causes of recurring issues and collaborate on preventive action plans
Document cases accurately in CRM and maintain data quality standards
Contribute to the creation and improvement of internal support processes and knowledge base
Track key support KPIs such as CSAT First Response Time Resolution Time and Escalation Rate
Support retention efforts by ensuring high client satisfaction and smooth service delivery
Ensure adherence to defined Service Level Agreements SLAs including first response time and resolution time
Monitor and manage ticket queues to meet daily and weekly performance targets
Support office managers and corporate clients with order-related questions escalations and special requests
Coordinate internally with Operations Logistics and Tech teams to ensure timely issue resolution
Proactively manage escalations and maintain ownership until full resolution
Identify root causes of recurring issues and collaborate on preventive action plans
Document cases accurately in CRM and maintain data quality standards
Contribute to the creation and improvement of internal support processes and knowledge base
Track key support KPIs such as CSAT First Response Time Resolution Time and Escalation Rate
Support retention efforts by ensuring high client satisfaction and smooth service delivery
Your profile
Native or fluent German C2 level
Good English communication skills
1 to 3 years of experience in Customer Support B2B experience preferred
Experience working with SLAs and performance targets
Structured and analytical mindset ability to prioritize under pressure
Strong problem-solving skills and calm approach in fast-paced environments
Customer-first mindset with accountability and ownership
Experience with CRM and ticketing systems such as Zendesk HubSpot or Intercom
Experience contributing to support documentation or knowledge base development
Familiarity with CSAT surveys or NPS tracking
Good English communication skills
1 to 3 years of experience in Customer Support B2B experience preferred
Experience working with SLAs and performance targets
Structured and analytical mindset ability to prioritize under pressure
Strong problem-solving skills and calm approach in fast-paced environments
Customer-first mindset with accountability and ownership
Experience with CRM and ticketing systems such as Zendesk HubSpot or Intercom
Experience contributing to support documentation or knowledge base development
Familiarity with CSAT surveys or NPS tracking
Why us
A fast-growing startup environment
Direct impact on customer experience and retention
Competitive salary
Hybrid/flexible work setup
Dynamic and international team
Free or discounted Bella & Bona meals
Direct impact on customer experience and retention
Competitive salary
Hybrid/flexible work setup
Dynamic and international team
Free or discounted Bella & Bona meals
Bella & Bonas Team Culture
Mission-driven and long-term oriented:we focus on building a sustainable company with a clear purpose while continuously improving how we work and deliver value
Strong sense of teamwork:we collaborate across teams and locations support each other and take shared responsibility for our results
Open proactive and respectful communication:we value clarity ownership and a solution-oriented approach in our daily work
Reliable and committed working style:we take pride in delivering high-quality results in a dynamic environment while maintaining a positive team culture
Continuous learning and improvement mindset:we encourage curiosity adaptability and personal growth through hands-on learning and feedback
Customer-centric approach: our mission is to use technology and operational excellence to provide office teams with healthy delicious and convenient meals
Strong sense of teamwork:we collaborate across teams and locations support each other and take shared responsibility for our results
Open proactive and respectful communication:we value clarity ownership and a solution-oriented approach in our daily work
Reliable and committed working style:we take pride in delivering high-quality results in a dynamic environment while maintaining a positive team culture
Continuous learning and improvement mindset:we encourage curiosity adaptability and personal growth through hands-on learning and feedback
Customer-centric approach: our mission is to use technology and operational excellence to provide office teams with healthy delicious and convenient meals
Required Experience:
IC
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
With our corporate benefits program, you and your team can order daily healthy food for your office lunch. Delivered directly from our kitchens to your office
