We are seeking a Customer Service Specialist who will bring delight to our German customers by educating them about the Copenhagen Wheel and helping them with any service inquiries. The Customer Service Specialist must be fluent in German and experienced at communicating clearly via both social media and email.

What you’ll do:

• Provide our German customers with accurate and complete answers on social media, live chat, email and occasional phone calls.
• Be the first responder for all social and email customer service inquiries from our customers in Germany.
• Effectively prioritize and manage your own time while responding in a timely manner to a diverse range of questions from our customers.
• Work closely with other customer service staff to provide comprehensive technical support.
• Assist in the creation of outgoing customer communications and participate in case review sessions.
• Provide in-depth, in-person product demonstrations as needed.

What we’re looking for:

• Proven experience in direct customer service with use of the Salesforce CRM systems
• Native fluency in both spoken and written German
• Solid grasp of the written English language
• Someone able to operate as part of a team to resolve cases while knowing when to escalate
• Skill providing compassionate, empathetic responses and solutions to complex problems
• Skill providing accurate resolutions to customer service problems
• A natural interest in mechanical and technical systems
• The ability to respond to customers in writing through a real-time chat interface
• Skill in translating complex ideas into easy to understand language
• Experience supporting consumer electronics or software applications is a plus
• Experience with bicycle maintenance and/or operation is a plus
• Other languages are a plus

This position is based in Cambridge, MA, however remote days will be considered, depending on the candidate's location.