Customer Experience Associate

About the role

We are looking for a customer‑focused professional to join our partner’s team in Germany. As a Customer Experience Associate you will be the primary point of contact for subscribers, members and event participants, delivering timely and thoughtful support in a fully remote environment.

Key responsibilities

• Handle customer inquiries via email and other channels, addressing subscription, membership, billing and event questions.
• Troubleshoot account access, login and platform issues, guiding users toward effective solutions.
• Support billing operations, including invoice assistance, renewals and payment follow‑ups while keeping records accurate.
• Proactively engage customers to gather feedback and improve their overall experience.
• Collaborate with internal teams to share insights, enhance retention initiatives and ensure a consistent customer journey.
• Document interactions and contribute to the continuous improvement of support processes and resources.

Required profile

• 1‑2 years of experience in customer support, success, account management or a similar customer‑facing role.
• Excellent written and verbal communication with a professional, empathetic and solution‑oriented approach.
• Strong attention to detail, organization and follow‑through on administrative tasks.
• Ability to work independently in a remote setting while collaborating effectively with cross‑functional teams.

Required skills

What we offer

• Opportunity to develop strong customer relationship skills in a globally connected, remote environment.
• Collaboration with multiple teams to influence process improvements and customer satisfaction.
• Exposure to a variety of subscription, membership and event‑based services.