Customer Support Specialist

Customer Support Specialist Part-Time to start, with room to grow | Remote Check out The Global Talent Co. ’s talent network: About the company Our client is a fast-growing boutique fitness studio group based in Berlin, Germany. They run high-volume, coach-led group strength training classes across multiple central locations, with a warm, down-to-earth brand that feels close to its members rather than corporate. As they open new locations this year, they're building a small, dedicated remote support team to take care of members and on-site staff outside regular hours. What you'll do Be the friendly, reliable point of contact for members reaching out with questions or issues — bookings, account questions, refunds, and similar requests Support on-site trainers with occasional urgent requests Communicate exclusively in writing (chat/WhatsApp/email — no phone calls required) Represent the brand's tone in every interaction: warm, down-to-earth, and genuinely helpful What we're looking for Excellent written English Genuine empathy and strong people instincts — you read tone well and respond with warmth, even to a frustrated message Good judgment and comfort making sensible decisions independently Reliability and a sense of ownership — this is a small, remote-first team Comfortable working early mornings, evenings, and/or weekends German is a plus, but not required No specific software experience is required — full training is provided. What we're not looking for A traditional call-center agent who relies on scripts and fixed responses Someone who needs to check in before every small decision — we want people comfortable using their own judgment Someone who prefers highly technical, complex problem-solving — the challenge here is tone and consistency, not troubleshooting difficulty A strictly "by the book" approach when warmth and flexibility are what the moment calls for What's on offer Fully remote, flexible within the coverage windows below A growing role with more resp