Customer Support Specialist

Company

The Global Talent Co. / Client: Boutique Fitness Studio Group

Salary / Compensation

• Compensation not specified

Overview / Job Description

The Global Talent Co. is recruiting a Customer Support Specialist for a fast-growing boutique fitness studio group based in Berlin, Germany. The client operates high-volume, coach-led group strength training classes across multiple central locations and is expanding its remote support team to assist members and on-site staff outside regular business hours.

The role is focused on providing warm, reliable, written customer support for members with questions or issues related to bookings, accounts, refunds, and similar requests. The specialist will also provide occasional urgent support to on-site trainers.

This is not a traditional call-center position. Communication is exclusively through written channels such as chat, WhatsApp, and email, with no phone calls required. The ideal candidate should have excellent written English, strong empathy, good judgment, reliability, and the confidence to make sensible decisions independently.

Responsibilities

Customer Support

• Serve as a friendly and reliable point of contact for members
• Respond to customer questions and issues through written channels
• Assist with booking-related questions and requests
• Handle account-related inquiries
• Process or assist with refund-related requests
• Resolve routine customer concerns with warmth and professionalism
• Maintain a consistently helpful and approachable communication style

Written Communication

• Communicate exclusively through chat, WhatsApp, and email
• Represent the company’s warm, down-to-earth brand voice
• Adapt communication based on each customer’s tone and situation
• Respond empathetically to frustrated or concerned customers
• Ensure written responses are clear, thoughtful, and professional

On-Site Team Support

• Provide occasional urgent support to on-site trainers
• Respond to time-sensitive operational requests
• Coordinate with on-site staff when necessary
• Help ensure smooth operations outside regular business hours

Independent Decision-Making

• Use sound judgment when handling customer requests
• Make sensible decisions without needing approval for every minor issue
• Balance company processes with appropriate warmth and flexibility
• Take ownership of customer issues through to resolution

Requirements

Experience

• Customer support experience is beneficial
• No specific software experience required
• Full training provided
• Experience working independently in a remote environment is advantageous

Skills & Competencies

• Excellent written English
• Strong empathy and emotional intelligence
• Ability to accurately read tone and context
• Warm and personable communication style
• Strong judgment and decision-making skills
• Ability to work independently
• High reliability and sense of ownership
• Strong attention to customer experience
• Flexibility and adaptability
• Ability to handle customer concerns calmly
• Comfortable working outside traditional business hours

Language Requirements

• English — excellent written proficiency required
• German — a plus, but not required

Candidate Profile

You SHOULD Apply If

• You have excellent written English
• You genuinely enjoy helping people
• You can respond warmly to frustrated or upset customers
• You have strong emotional intelligence and can read tone well
• You are comfortable making reasonable decisions independently
• You take ownership rather than waiting for someone else to solve problems
• You are reliable and dependable
• You are comfortable working remotely
• You can work early mornings, weekday evenings, and/or weekends
• You can communicate effectively through chat, WhatsApp, and email
• You prefer customer experience and relationship-building over scripted interactions
• You are comfortable adapting your approach based on the situation

You Should NOT Apply If

• You prefer traditional call-center work and scripted responses
• You require approval for every small decision
• You struggle to interpret tone in written communication
• You are uncomfortable handling frustrated customers
• You prefer highly technical troubleshooting over people-focused support
• You follow processes rigidly even when flexibility and warmth are appropriate
• You cannot work early mornings, evenings, or weekends when required
• You are uncomfortable working independently in a remote environment

Other Information

Additional Benefits / Highlights

• Fully remote
• Part-time to start
• Opportunity to grow into a larger role
• Flexible scheduling within required coverage periods
• Coverage primarily required during:
  • Early mornings
  • Weekday evenings
  • Weekends
• Exact shifts determined based on candidate availability
• No phone calls required
• Written communication via chat, WhatsApp, and email
• Full software training provided
• Supportive, founder-led team
• Opportunity for increased responsibility as the company scales
• Eligible locations include:
  • South Africa – Johannesburg
  • South Africa – Cape Town
  • Kenya
  • Morocco
  • Nigeria