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AI Summary
Remote | Fluent German | 10–20 hours/week, with the option to grow into full-time
At Phira Ventures, we build and invest in businesses with purpose. This role is at one of our portfolio brands, and you'd be joining the team directly.
The brand sells health & wellness products DTC in the German market. The hero product has won many awards and is well-established in its segment.
Over 200,000 people already trust our brand, and over 15,000 of them have said so publicly. Our reviews are the kind most DTC brands only wish they had, and that is not an accident.
Customer service is one of our core pillars. Many brands have handed it over to AI. We haven’t. We want to ensure that every customer receives a personal, quick, and honestly helpful reply.
You'll be who our customers talk to, and your main job is to make sure every single one of them walks away happy.
What you'll do
We're a small team, so there are no long approval lines. You won't need permission to refund, replace, or make an exception for a customer — you'll have the freedom to do what's right and the trust that you'll use it well.
This is not a side task we're outsourcing. The work you do here shows up directly in our reviews, our repeat purchase rate, and whether people recommend us. We treat it that way, and we want someone who does too.
Your core areas:
Tickets: Answer customer emails and messages quickly, warmly, and in flawless German. Every ticket is a person with a problem, and your job is to solve that problem.
Reviews: Reply to our reviews, the great ones and the critical ones.
Delivery issues: When a parcel is late, lost, or damaged, you take over. You interface with our warehouse and logistics partners, chase it until it's resolved, and keep the customer in the loop the whole way so they never have to ask twice.
Happy customers: The three points above are the mechanics. The actual job is making sure nobody who buys from us has a bad experience.
How the work is split
You won't be doing this alone. There's already someone in the role part-time, and the two of you will share the load: in a normal week you split the workload between you, and when one of you is sick or on holiday, the other covers. That’s why this role has flexible hours. You don’t need to be permanently on call, but our customers are never left waiting because one person is offline.
Beyond the day-to-day work
Answering tickets well is the baseline. What makes this role interesting is everything you do so that fewer tickets need answering in the first place.
Fix root causes, not symptoms. If 200 people ask the same question, the answer isn't 200 replies - it's a change to the product page, the packaging insert, or the shipping confirmation. You find those patterns and push the fix through.
Build the systems. Help center, FAQs, response templates, workflows: everything that makes answers faster without making them colder.
Be the voice of the customer internally. You'll hear things about our products that nobody else in the company does. Product and marketing need that input, and we expect you to bring it to them rather than wait to be asked.
Use AI where it makes you sharper. Sorting, researching, spotting patterns across thousands of tickets, preparing your own drafts.
This is why we're hiring a person and not a chatbot. If the job were only closing tickets, we'd automate it - and you'd be bored within a month.
What we're looking for
Fluent German with a warm, natural writing tone.
Genuinely responsive. You work flexible hours, but our customers never feel it. Nothing sits unanswered in the inbox for longer than one business day.
You actually care about this. You get satisfaction out of solving someone's problem and reading the thank-you that comes back. If customer service reads to you like a stepping stone to something else, this isn't the role.
Calm with difficult customers. An angry email doesn't rattle you, and you know how to de-escalate.
Extremely organized: clean workflows, on top of the details, nothing falls through the cracks.
Ownership mindset: you set your own deadlines and hit them without being chased.
A strong, proactive communicator with customers and with the rest of the team.
Tech-savvy and AI-proficient, with concrete examples of using AI to work faster and better.
We don't require any customer success experience. We do require someone who learns fast, takes responsibility, and cares about doing this well.
Nice to have
Experience in customer service or e-commerce support (Gorgias, Shopify or similar)
Experience coordinating with warehouses, fulfillment, or logistics partners
What you'll get
Real ownership from day one
A proven product and an established brand, where your work directly protects and grows our reputation
Meaningful work: a direct, positive impact on hundreds of thousands of lives
A clear path to full-time and to owning the full customer experience
Direct access to the founders and exposure to the wider Phira ecosystem of ambitious builders
A collaborative, international culture — a team of A-players from 9+ nationalities
Regular trainings from a venture studio with 10 years of industry experience. We pass on what we've learned and bring in external guest speakers to do the same.
Free access to the world-class products we are building
Our DNA
Resilience: We tackle challenges head-on, working as a team to overcome obstacles.
Hunger: We value hard work, ambition, and a passion for achieving big goals.
Speed: We act with urgency, making decisions quickly to drive impact.
Impact: We're result-focused, aiming for the best outcomes on tight timelines.
Growth: We prioritize learning and improvement, both as individuals and as a team.
Ready?
If you're the kind of person who can't leave an unhappy customer unhappy, and who wants to see their work reflected in every review we get, we'd love to hear from you.
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