Note: The job is a remote job and is open to candidates in USA. ahead® is a company on a mission to clean up the world's candy drawers with low-sugar snacks. They are seeking a Customer Support Agent to handle customer inquiries, optimize processes, and implement automation in a fast-growing e-commerce environment.

Responsibilities

• Customer Inquiry Handling: You are the first and best point of contact for our customers across DE, NL, and FR – via email, contact form, and (soon) WhatsApp. You handle every inquiry empathetically, efficiently, and with a solution in mind-whether it's a shipping status, a product question, a discount code issue, or general customer feedback. Your personal CSAT target is \geq 4.6/5, and you hold yourself to it
• Process Ownership & Optimisation: You own the workflows that matter most – returns, product quality cases, inbox management – and you make them better. You spot inefficiencies, document fixes, and implement them without waiting for permission. Fewer manual steps, faster resolutions, happier customers
• Automation & AI Implementation: You actively look for what can be automated. You are fluent in AI tools, comfortable building workflow improvements, and pragmatic about where technology helps versus where human judgment wins. You make the support operation smarter over time – not just faster
• Cross-functional Collaboration: You work closely with product, social media, operations, supply chain, and marketing teams to resolve customer issues and turn customer signals into actionable input for the teams around you
• KPI Tracking & Reporting: You don't just hit your KPIs – you understand them. FRT, resolution time, CSAT – you track, flag, and report in a way that helps the whole team improve
• Tool & Workflow Management: You keep our tooling sharp – Gorgias, Shopify, Asana – document what works, onboard new workflows, and help the operation scale without losing quality

Skills

• At least 2 years of experience in B2C customer support – ideally in a D2C e-commerce environment
• Fluent in German and English
• Dutch or French is a strong advantage
• Tool-proficient and genuinely tech-savvy
• Gorgias or Zendesk experience is a must
• Shopify is non-negotiable
• Comfortable with AI tools (ChatGPT, Claude), basic automation platforms, Google Sheets, and Asana
• Ownership mindset and do not wait to be told what to do
• Empathetic with customers and a team player who communicates openly and directly
• Thrive in a fully remote setup – self-motivated, proactive, and genuinely invested in staying connected with the team
• Experience in FMCG, food & beverage, or startup / scale-up environments
• Hands-on experience with NL or FR customer markets
• Project management experience – able to own process optimisation initiatives alongside day-to-day ticket handling
• Demonstrated track record of identifying and implementing process or automation improvements
• Comfort with Notion and Asana as part of a broader ops stack

Benefits

• Great Workspace: A central office in the heart of Hamburg near the Alster, top equipment (MacBook)
• Great Workspace: snacks, drinks, plenty of ahead products
• Great Workspace: ping-pong table
• Great Workspace: pet-friendly (you can bring your furry friend along)
• Great Benefits: ahead snacks, drinks, and merch
• Great Benefits: €50 monthly allowance to spend as you like
• Great Benefits: Urban Sports Club
• Great Benefits: mobility options
• Great Benefits: vouchers from your favorite brands (IKEA, Rewe, Rossmann and more)
• Vacation Days: 28 vacation days
• Vacation Days: two extra days off on December 24 (Christmas Eve) and December 31 (New Year’s Eve)
• Events & Offsites: Regular after-work hangouts
• Events & Offsites: legendary annual team offsites you won’t forget
• Career Growth: Develop through cross-functional projects, structured feedback cycles, and a steep learning curve in a dynamic, high growth environment
• Career Growth: fair, attractive salary with role-dependent bonus opportunities

Company Overview

Company H1B Sponsorship