Customer Support Agent (m/w/d) – E-Commerce

charles

BUSINESS DEVELOPMENT REPRESENTATIVE (M/W/D) PERMANENT EMPLOYEE, FULL-TIME · BERLIN, HYBRID THE IMPACT YOU WILL MAKE As a Business Development Representative at charles, you will play an instrumental role in our growth by forging long‑term partnerships with clients and prospects, unveiling the potential of Conversational AI for their business models, and ensuring we deliver value that meets their goals and expectations. THIS IS WHAT YOU WILL BE DOING * Manage the pre-sales process to ensure delivery against key performance metrics, with a strong emphasis on new logos, as well as growing existing accounts * You will analyse the performance of potential customers and learn how to identify potential for business improvement for them to achieve using charles * Generate leads within the DACH and/or Italian market through cold calling, emails, LinkedIn, Events and collaborating with your Account Executive and Studios Team * Help boost our outbound outreaches through multiple approaches (by social selling, cold calling, LinkedIn Navigator) * Ensure the quality of pre-qualification and support our team in closing deals * Actively seek out profitable partnerships and business opportunities * Help shape the future of charles' mission with your perspectives, ideas, and skills YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES * You have a proven history of achieving sales success * Ability to identify, understand and communicate the customer's business transformation needs * You are willing to go the extra mile to close a deal * You are a true team player and contribute to our joint success * Required: proven ability to communicate professionally (C1/C2 level) in German and confident business-level English. * You have experience with a CRM system, such as HubSpot, Pipedrive , Salesforce or others * Profound knowledge of the European e-Commerce market and relevant enabling technologies, is a plus WHERE WILL YOU BE WORKING? We are based in Berlin and offer a hybrid working model. Join us in the office from Tuesday to Thursday, and work from home on Mondays and Fridays. THINGS WE OFFER * Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe * Collaborating with some of the leading experts in Conversational AI and disrupting a fast-growing industry * Joining forces with a unique community of Tech, Product, Sales, Success, and Marketing experts committed to building the best product in Conversational AI * Having high visibility and impact across the business with the option to own and drive new initiatives * Celebrating our major and micro-wins as well as getting to know each other better at regular team-building events * Sharing VSOP (virtual stock options) in the ownership and success of charles * Enjoy uncapped commission potential based on results. * Working in a vibrant office in the heart of Berlin overlooking the Wall memorial What else we offer? * Urban Sports Club membership * Free company lunch on Thursdays * A friendly, open, multicultural work environment * Dog-friendly office * Discounts on BVG tickets * Mental health support through our partnership with OpenUp About us It's better to have a conversation charles is a conversational AI and CRM that attracts, converts, services, and retains customers via AI agents and marketing automations. charles helps businesses to maximize customer engagement and revenue through conversational channels such as WhatsApp. Brands can reach customers in an interactive way, collect data to expand customer understanding and guide them to targeted offers that convert. charles’ AI Agents deliver hyperpersonalized experiences at scale while ensuring enterprise-grade security and GDPR compliance. Founded by Kapten & Son co-founder, Artjem Weissbeck, and ex-McKinsey ecommerce lead, Andreas Tussing. charles is backed by Salesforce Ventures, Accel and HV Capital and has raised over EUR 30 million to build the global leader in conversational marketing SaaS for global consumer brands. charles and diversity: be yourself and no-one else Different perspectives bring innovation and richer work environments. We’re committed to building an inclusive company where you always feel like you belong, whatever your age, gender identity, ethnicity, religion, sexual orientation, disability, status or neurodiversity. These values sit at the heart of our hiring process, so we can create a welcoming workplace where everyone feels valued and heard.

charles

PLATFORM ENGINEER (M/W/D) PERMANENT EMPLOYEE, FULL-TIME · BERLIN (HYBRID)  THE IMPACT YOU WILL MAKE From socks, and petfood, to cosmetics, charles is helping countless brands reach their loyal customers every day, one conversation at a time. As a Platform Engineer at charles, you’ll help drive our product and infrastructure forward, enabling us to revolutionize conversational commerce. You’re a generalist with a passion for infrastructure and operations. You’ll work closely with the other Engineers to build scalable, high-performing systems, while improving system architecture, resolving tech debt, and ensuring seamless user experiences. Your contributions will result in reliable, data-driven solutions that support millions of users and push the boundaries of messaging-driven commerce. THIS IS WHAT YOU WILL BE DOING You'll build and operate our internal developer platform: the core services, APIs, and infrastructure that every product team builds on top of. That means writing software, not just configuring it, and standing up infrastructure that holds up under real production load. * You will be a part of a team that designs, develops, and operates the core services, APIs, and infrastructure that every product team builds on top of. Examples: building a billing API, maintaining Kubernetes operators, building an authentication broker, optimizing performance in our core monolith, and improving security in our link shortening service. * You will regularly partner with product teams to investigate issues, learn their use cases, and ship platform changes that hold up in production. * You'll join our on-call rotation as part of our "you build it, you run it" philosophy. * You'll have real room to drive cost and reliability initiatives that have measurable, company-wide impact. * You'll build the automations that make our whole software development lifecycle faster and more robust. YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES * 3+ years of software engineering experience. You're a generalist - comfortable moving between writing a service, debugging infrastructure, and improving a pipeline in the same week. * You can build and ship production services in Go or TypeScript; not just scripts and glue. You also know Bash and have the judgment to pick the right tool instead of forcing your favorite one. * You can build and operate cloud infrastructure that survives real production workloads, ideally on GCP. * You've worked with GitHub Actions or similar CI/CD tools, and you know what a healthy and efficient pipeline looks like. * You have a solid grasp of scalable system design, distributed systems, cloud technologies, and how to roll out infrastructure changes. * You're comfortable with remote work and asynchronous communication. You also know that good collaboration needs visibility and cooperation, not just output. * You use AI tools effectively without handing over the steering wheel. * Product and business sense: you understand customer needs and focus on solving the right problems, not just building technically interesting solutions. * You're a self-directed learner. You don't need to know our whole stack on day one, but when you hit something unfamiliar, you dig in, ask good questions, and follow through. We'll give you room and context to grow; you bring the drive. Meeting all requirements is not necessary to apply. We encourage candidates who meet some but not all of these qualifications to submit their application. THINGS WE OFFER * Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe * Collaborating with some of the leading experts in Conversational Commerce and disrupting a fast-growing industry * Joining forces with a unique community of Tech, Product, Sales, Success, and Marketing experts committed to building the best product in Conversational Commerce. * High autonomy and visibility across the business with the option to own and drive new initiatives * Celebrating our major and micro-wins as well as getting to know each other better at regular team-building events * Sharing VSOP (virtual stock options) in the ownership and success of Charles * Working in a vibrant office in the heart of Berlin overlooking the Wall memorial * Flexible working model: Hybrid setup with remote work options and flexible hours * Earning a competitive compensation package What else we offer? * Urban Sports Club membership * Mental Health support through OpenUp * Free company lunch on Thursdays * A friendly, open, multicultural work environment * Dog-friendly office * Discounts on BVG tickets About us It’s better to have a conversation charles is a conversational AI and CRM for consumer brands that attracts, converts, services, and retains customers via AI agents, marketing automations, bulk campaigns, or an inbox for human agents. We help brands to maximize customer engagement and revenue through conversational channels such as WhatsApp. Businesses can reach customers in an interactive way, collect data to expand customer understanding and guide them to targeted offers that convert. charles’ AI Agents deliver hyperpersonalized experiences at scale while ensuring enterprise-grade security and GDPR compliance. Founded by Kapten & Son co-founder, Artjem Weissbeck, and ex-McKinsey ecommerce lead, Andreas Tussing. charles is backed by Salesforce Ventures, Accel and HV Capital and has raised over EUR 30 million to build the global leader in conversational marketing SaaS for global consumer brands. Charles and diversity: be yourself and no-one else Different perspectives bring innovation and richer work environments. We’re committed to building an inclusive company where you always feel like you belong, whatever your age, gender identity, ethnicity, religion, sexual orientation, disability, status or neurodiversity. These values sit at the heart of our hiring process, so we can create a welcoming workplace where everyone feels valued and heard.

ottonova

DEIN TEAM ottonova ist eine digitale private Krankenversicherung - innovativ, zeitgemäß und anders.   An unseren Standorten München und Köln entwickeln wir zukunftsweisende Lösungen für die Digitalisierung der Versicherungsbranche. Unser Ziel ist klar: Eine Versicherung sein, bei der es Spaß macht, Versicherter, aber auch Mitarbeiter zu sein.    Diese Mission treiben wir auch als Customer Support Team immer weiter voran:   Unser Customer Support ist das Aushängeschild von ottonova. Das bedeutet für uns, Kundenservice nicht nur auf einem Top-Niveau einfach und digital, sondern auch persönlich zu gestalten. Als einziger rein digitaler Anbieter von privaten Krankenversicherungen am Markt bieten wir unseren Kunden einzigartigen Service von Mensch zu Mensch.     Denke mit uns zusammen Krankenversicherung neu – digital und kundennah.  Werde Teil unseres Teams in München oder Köln. DEIN WIRKUNGSBEREICH Als Customer Support sind wir die zentrale Ansprechstelle für unsere Kunden, Interessenten und Partner und verbinden Customer Service und operative Prozessunterstützung miteinander. Als Customer Support Agent sorgst du für eine empathische und serviceorientierte Betreuung unserer Versicherten und trägst gleichzeitig zu einem reibungslosen Ablauf unserer Versicherungsprozesse bei. Dein Wirkungsbereich in diesem Team kann verschiedene Aufgaben umfassen. Das sind unsere Aufgaben: Kundenkommunikation * Wir bearbeiten Anfragen zu Verträgen, Services und Tarifen - telefonisch, per E-Mail oder Chat -  und stellen eine fallabschließende Bearbeitung sicher * Wir beantworten Fragen zu unseren Produkten und digitalen Services verständlich und empathisch und unterstützen bei Fragen rund um unsere App Operative Prozess- und Fallbearbeitung * Wir bearbeiten krankenversicherungsrelevante Geschäftsvorfälle rund um den Versichertenbestand, sowie Anfragen zu Leistungsfällen * Wir prüfen und verifizieren digitale Leistungsanträge zur Weiterbearbeitung durch das Leistungsmanagement * Wir vereinbaren Arzttermine für unsere Kunden und unterstützen bei der Koordination mit externen Partnern Koordination und Schnittstellenmanagement * Wir arbeiten eng mit anderen Fachbereichen und Abteilungen zusammen und eine reibungslose Customer Journey zu gewährleisten und bestmögliche Lösungen zu sicherzustellen Qualitäts- und Prozessentwicklung * Wir bringen unsere Erfahrung aktiv in die Weiterentwicklung unserer Service- und Supportprozesse ein und wirken aktiv am Ausbau unserer Wissensdatenbank mit DEIN PROFIL Erfahrung & Wissen:  * Du verfügst über eine erfolgreich abgeschlossene kaufmännische oder medizinisch-/gesundheitsbezogene Ausbildung oder eine vergleichbare Qualifikation.  * Du bist erfahren in der ganzheitlichen Betreuung von Kunden und hast beispielsweise schon Erfahrung im Customer Support einer Krankenversicherung gesammelt * Du verfügst über Erfahrung mit Prozesse im Gesundheits- und Versicherungsumfeld Kommunikationstalent:  * Du kannst komplexe Sachverhalte verständlich erklären und behältst auch in anspruchsvollen Situationen den Überblick * Neben sehr gutem Deutsch sprichst du auch fließend Englisch (mindestens B2) * Du bringst eine aufgeschlossene Persönlichkeit, Hands-on-Mentalität sowie Freude an Teamarbeit und bereichsübergreifender Zusammenarbeit mit Planung & Organisation: * Du arbeitest strukturiert, sorgfältig und eigenständig und hast ein gutes Gespür für organisatorische und administrative Abläufe * Du erkennst Optimierungspotenziale in Prozessen und hast Interesse daran, Abläufe kontinuierlich weiterzuentwickeln WORAUF DU DICH FREUEN DARFST Bei ottonova hast du die Möglichkeit, eines der spannendsten neuen Unternehmen am Markt mitzugestalten. Hier erwarten dich ein erfahrenes, hochmotiviertes und buntes Team und Freiräume, um eigene Ideen einzubringen und voranzutreiben.    Als Krankenversicherung sind wir der Gesundheit verpflichtet – auch bei unseren Mitarbeitenden. Da Obst, Kaffee und Müsli bei uns zum Standard gehören, bieten wir dir eine Vielzahl anderer Benefits an:     * Sport- & Fitness – Zuschuss * Betriebliche Krankenversicherung * Betriebliche Altersvorsorge * Fahrtkostenzuschuss * Corporate Benefits * Weiterbildungen * ottonova Balance – hybrides Arbeiten * 30 Tage Urlaub, sowie 24. & 31. Dezember frei * ottobike – Fahrrad-Leasing * Ticket Plus City Card  * Mitarbeitende-werben-Mitarbeitende   ottonova fördert einen gegenseitig verantwortungs-, respekt- und humorvollen Umgang mit klarem Wertesystem. Unsere Vielfalt ist eine Stärke, denn sie macht das ottonova-Team kreativer und produktiver. Wir schätzen jedes Individuum und unterstützen die persönliche und berufliche Entwicklung mit vollem Einsatz. URL cs-agent