Freelance Customer Service Representative (English & German Speaker)

Job Description

About Paired

At Paired, we’re on a mission to help romantic couples stay in love. So we created a fun, safe space for couples to explore their relationship and grow together. Backed by expert advice and cutting-edge research, our app delivers engaging questions, games, and quizzes that improve key relationship skills in just minutes each day.

And it works. Our app is the #1 couples app globally with +12M downloads, +200,000 daily active users, and more than £5M of fundraising to date. We’ve won multiple awards from Apple and Google, recognising us for our innovative approach to romantic relationship health.

Work Setup and Compensation

• As a freelancer, you’ll work entirely remotely and report to our Customer Service Lead
• You'll work approximately 10-15 hours per week. After a training phase with our team, your working hours will mostly be in the evenings and during weekends
• You'll be paid £14-16 per hour

About The Role

We’re looking for a tech-savvy and empathetic problem solver to join our team and help us deliver an excellent quality of support to our users in German- and English-speaking countries.

Supported by an experienced team, you will be the primary point of contact for Paired users in English-speaking regions, testing and escalating issues to the Tech or Product teams wherever necessary and championing user feedback. 

What Your Role Encompasses 

• Provide friendly, empathetic and efficient customer support via email and review sites (Apple App Store, Google Play Store)
• Report any concerns or patterns noticed while handling customer queries
• Help resolve the most complex of customer problems by troubleshooting, investigating and escalating issues to the Tech team
• Ensure our users feel heard and cared for

Requirements

• Previous experience in a customer support or tech startup role is required

• Fluency in German and English
• Friendly and excellent written skills, including impeccable spelling and grammar on native level
• Comfortable with technology, at ease with iOS/Android and mobile apps in general
• Ability to read between the lines of customer communication and finding appropriate solutions
• Passionate about our mission to expand the reach of relationship care to more people
• Experience with tools like Intercom or Zendesk is a plus
• You are a resident of the UK, Spain or Germany, legally entitled to work as a freelancer, and comfortable with remote work

Hiring process

• Call our Customer Service Lead Andréa
• Showcase your CS skills by completing a task; writing an example response to a customer request
• Call with our Customer Service Lead Andréa
• Offer

Diversity & Inclusion at Paired

• Our core value is championing relationships. Our app was built to serve all couples regardless of culture, gender, sexual orientation, and ethnicity
• We strive to create an inclusive environment where unique perspectives are encouraged, as we firmly believe that diversity enhances our company, culture and product
• We regularly review our hiring processes, materials and pipeline to ensure they are accessible and free of bias, offering equal opportunity to underrepresented groups. We are also always learning. We maintain open minds and welcome feedback on how we can improve, no matter where it comes from