Customer Experience Associate

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Associate based in Germany.

We are looking for a customer-focused professional who enjoys helping people, solving problems, and creating positive experiences. In this role, you will become a key point of contact for customers, ensuring smooth interactions across subscriptions, memberships, and events. You will support users through thoughtful communication, technical assistance, and proactive engagement. The position offers the opportunity to develop strong customer relationship skills while working in a remote, globally connected environment. You will collaborate with multiple teams to improve processes, strengthen customer satisfaction, and contribute to long-term retention. This is an ideal opportunity for someone who is detail-oriented, empathetic, and passionate about delivering excellent service.

Accountabilities:

The Customer Experience Associate will play a central role in supporting customers and ensuring every interaction is efficient, professional, and positive. The role combines customer support, account management, troubleshooting, and process improvement responsibilities, with a strong focus on building trust and delivering a seamless experience.

• Manage customer inquiries through email and other communication channels, providing timely and thoughtful support for subscription, membership, billing, and event-related questions.
• Troubleshoot account access, login issues, and platform-related problems while guiding customers toward effective solutions.
• Support billing operations by assisting with invoices, renewals, payment follow-ups, and maintaining accurate customer records.
• Engage with customers, subscribers, and event participants through proactive outreach to gather feedback and improve their overall experience.
• Collaborate with internal teams to share customer insights, improve retention initiatives, and support a consistent customer journey.
• Maintain clear documentation and contribute to improving customer support processes, resources, and workflows.

Requirements:

The ideal candidate is a customer-oriented communicator with strong organizational skills and the ability to manage multiple requests while maintaining a high level of professionalism. You should enjoy working with people, solving problems, and contributing to a collaborative remote environment.

• 1-2 years of experience in customer support, customer success, account management, or another customer-facing role.
• Excellent written and verbal communication skills with a professional, empathetic, and solution-focused approach.
• Confidence communicating with customers through email and phone while handling questions and resolving issues effectively.
• Strong attention to detail, organization, and follow-through when managing customer requests and administrative tasks.
• Ability to work independently in a remote environment while collaborating effectively with distributed teams.
• Familiarity with CRM platforms and customer management tools, such as HubSpot, is an advantage.
• Native-level or near-native English proficiency, both written and spoken, is required due to extensive communication and collaboration in English.
• Interest in media, technology, travel, or subscription-based businesses is a plus.

Benefits:

• Opportunity to grow professionally within an innovative and internationally connected organization.
• Exposure to the intersection of digital media, customer experience, subscriptions, and events.
• Remote-friendly work environment with flexibility and collaboration across global teams.
• Supportive culture focused on learning, teamwork, and continuous improvement.
• Competitive compensation and benefits package.
• Opportunity to develop valuable customer experience, communication, and operational skills.