Freelance Customer Support Specialist

Job Description

About komoot 

Komoot is an app that lets you find, plan, and share adventures with its easy route planner. Driven by a love for nature and powered by the outdoor community’s recommendations, komoot helps you explore more of the great outdoors — wherever and however you want. And we're good at it. Google and Apple have listed us as one of their Apps of the Year numerous times. Today, with over 40+ million users and 300,000 five-star reviews, we’re well on our way to becoming the most popular app for finding, planning, and sharing adventures worldwide. 

Join our fully-remote team of freelance editors and start your adventure with komoot.

We have an ongoing recruitment process (no deadlines) meaning if this role is online it’s still open. In case of a large volume of applications, we might take the role down to allow our team sufficient time to review them thoroughly. In case we do not find a right match, we will repost the role again. 

About the role

Do you enjoy interacting with people and helping them find solutions? Can you easily pick up new information and apply it quickly? Does an independent and flexible working environment help you thrive? If your answers are ‘yes,’ we’d love to hear from you! 

We’re looking for a friendly, tech-savvy customer support specialist to join our team. This is a part-time, freelance, and fully-remote position. The time commitment varies, ranging from 10-30 hours a week, depending on the time of year.

This role is perfect for you if you want to work independently and fully remotely — whether you’re a student, a stay-at-home parent, or a digital nomad. We’re looking to build long-term relationships with people who would thrive in this role, based on their circumstances.

Ready for your next adventure?

What you’ll do

• Your primary responsibility will be to answer our customers’ requests (email only) and help them get the most out of our product. You’ll be the first point of contact for our customers and, together with our Customer Support team, will play a crucial role in how our users perceive us.
• Suppose you’ve been using komoot for a while (or can pick it up quickly) — if you’re great at written communication and looking for a position that offers the right mixture of flexibility and reliability, this is an excellent option for you. 

Peak season

• Our peak season at komoot starts in April and ends in September. We expect to receive more support tickets during this time and will have significantly more work available, which is why we would need you to work 20 hours per week minimum between those months.
• The rest of the year is much quieter. However, there will be some weeks when we might need extra help. Being able to upscale/downscale your hours based on the circumstances at the time is essential for the role.

What will your daily work look like?

• Support our users via email and answer their questions.
• Handle mainly product questions and tailor responses from a bank of prepared answers to suit each case.
• Work on first-level bug reporting: Identify where there might be errors and then forward the cases to our second-level team.
• Regularly ask for help and escalate anything that will require deeper investigation.

Why you’ll love it

• You’ll work with outdoor fans and help them to have beautiful experiences and discover more of the great outdoors.
• You can set your schedule and decide when and where you work daily. The beach? The mountains?  No timezone or country restrictions — onboarding and occasional meetings will be scheduled according to European timezone.
• You’ll have a lot of flexibility and freedom throughout the year to work more during some months and less during others.
• The salary for this position will be 20€ per hour, regardless of where you live. You’ll need to be set up as a freelancer in the country/area where you’re a tax resident and be able to invoice us.

Requirements

You’ll be successful in this position if you

• Can answer around 10 emails per hour. 
• Speak German at a native level and have advanced English (C1-2). You’ll be working with German-speaking customers, and our internal company language is English.
• Are highly self-driven, responsible, well-organized, and independent. This is a position with a high degree of flexibility and no micromanagement. You’ll need to be proactive and reliable in your communication. 
• Are happy to work during weekends and can commit to being available when needed. The specific hours are flexible and up to you.
• Are excited to become a komoot expert as quickly as possible (or you already are one).
• Are an excellent written communicator and know precisely how to create high-quality, personalized responses. 
• Learn quickly and enjoy deep diving into technical issues and solving them. 
• Ideally, you’re a regular komoot user.

Benefits

Sound like you? 

We would love to hear from you! Please click the apply button and share with us:

• Your CV in English highlighting your most relevant experience
• Your availability (hours/week)
• Your location 
• Your answers to our questions (see the application)