Customer Happiness Specialist (German)

Do you gain energy from helping and coaching people? Are you an advocate of positive communication and a problem solver? Then this job is exactly for you!

At Scribbr, we guarantee our customers 100% happiness and we go the extra mile to deliver on that promise. We truly believe that to help students graduate we need to put them first - our excellent Trustpilot score proves us right.

We’re looking for a motivated graduate or young professional with a hands-on mentality and a passion for communication to join us on that mission as our new Customer Happiness Specialist.

Full-time · Amsterdam

Who is Scribbr? 🎓

We are a family of graduates with one mutual goal: Help students graduate!

Every month we help more than 5 million students around the world with our Proofreading & Editing service, the Scribbr Plagiarism Checker, the APA Citation Generator, and more than 1,000 articles in our Knowledge Base.

With our HQ team of over 55 in Amsterdam and more than 600 freelance editors worldwide, we do everything we can to provide the best service for students. This passion has earned us a customer satisfaction score of 4.9/5 from over 2,500 verified reviews.

What a typical work week will look like

In this role, you will be the link between the Head of Customer Operations and the support team. By overseeing all daily support operations, you’ll be in charge of making sure the support team is providing great customer care 24/7.

You’ll manage our reviews and complaints. You will advise the support team how to react to those on the spot and take on the critical cases yourself to guarantee 100% customer satisfaction.
You’ll train the support team on the job by answering their questions (e.g. how to reply to a stressed student in a friendly manner or how to fix a technical issue for an editor). You’ll also maintain and add content to our internal Knowledge Base to help the team help themselves. Additionally, you will also perform monthly assessments for team members to help them improve their performance.
You will be actively involved in the hiring and onboarding of new support team members from the first screening call to their training on the job. You’ll support the Head of Customer Operations with the recruitment of candidates. You will take an active role in onboarding the new hires, introducing them to our CRM system and workflows.

Managing these diverse responsibilities will enable you to identify areas of improvement to make our customer experience even better. You’ll define quarterly goals by taking into account feedback from students and support as well as your own research and make them happen!

Apply for the job

Do you want to join our team as our new Customer Happiness Specialist?

Then we'd love to hear from you!

Apply now

What this role can become 🚀

You'll get to know multiple areas of the business (operations, finance, quality management) and learn how to form and train a dynamic team. This will prepare you to become the next Support Team Lead.

Who you'll be working with

Victoria

Head of Customer Operations

Bas

CEO

Jainaba

German Support

Sjoerd

Dutch Support

What we're looking for

Bachelor degree or higher
Refined communication skills in German (native speaker) and English. Other languages are a plus. Proper grammar is an absolute must!
A strong sense of responsibility and a 'getting things done' attitude
Tech-savvy and generally interested in the tech industry
Experience in customer service or operational jobs is an advantage
The ability to juggle different tasks at the same time and to change priorities if needed
A passion for learning and the ambition to eventually lead a team

What we can offer

A challenging, dynamic job with room to grow and mentors to guide you
The chance to be a part of one of the fastest growing startups in the Netherlands
An office with a view in the heart of Amsterdam
A fun, informal atmosphere and flexible work options
And plenty of other perks ...